USAA Car Insurance Reviews

On 11/1/13, I received a certified letter stating that they would pay me $2276.88 and I could accept that or the statute of limitations runs out in 3 years which means they do not pay anything. I received an estimate from them for the damage to my car, which they had to provide for $3490.26. My body shop estimate was $4396.71. USAA does not think they should pay anything for the time my car has been damaged or the inconvenience that I have been stuck with, considering he left the scene with no regard for his action. I am still trying to get paid for the damage, but they will not even contact me because I did not accept their offer.

I finally decided I would get quotes from other insurance carriers to see if this was what I should be paying. The answer is a big fat NO! I will get better coverage and I will be saving $344.00 a year. So for anyone who is like me and puts off checking elsewhere..stop waiting!!! It will be well worth it. I think that it is quite sad that USAA tries to sell the taking care of our Military and their family when that is far from the truth. I think the government should step in and check their ethical practices to see just how beneficial they really are for our Military. How is what they are doing any different than a food product claiming to be healthy when the container it came in has more health benefits??

I finally found someone who would accept my claim due to the circumstances of my father being on vacation to Europe, and I need to get my car repaired due to its state of being undrivable. I found someone who helped me and they gave me a shop that would repair my car and a rental car. I received a call from Selena ** on 12 May 2014 at approximately 1145 as if she was some sort of bill collector and she immediately asked if I knew that I was uninsured driving a rental car. She said that she was going to personally contact Enterprise and tell them that I was an uninsured motorist. I went to Enterprise and dropped my car off and now I am left with no car until my car gets repaired. As soon as the repairs are complete and I pay my $500 deductible, I will be dropping all services with USAA and will be sure to tell all of my fellow Soldiers about my experience and the unprofessionalism of their representatives.

Then after multiple attempts and rude customer service and supervisors hanging up on me, the problem still exists. This C.L.U.E. reporting to LexisNexis is not a law. It is a service these insurance companies sign up for so other insurance companies will base your rating off this report. Also employers use this to insure you on their equipment ultimately costing your job. Not to mention this will also raise your homeowners insurance by reporting this. So by reporting this information, USAA will ultimately force you into staying with them because when other insurance companies see this, they will give you a higher rate.

Their answer to this was, "Well, USAA is not using this against you" but that doesn't matter because other insurance providers or employers are causing a defamation of character. Also I have accident forgiveness and USAA put a on a claim that I didn't want to pursue as me at fault when I was ran off the road. Their reasoning was because I avoided 1 accident but caused another and no police report or witness was available. But now when I actually have an at-fault because of this, I will not have the accident forgiveness.

Then the morning the appraisers were supposed to come it all started to go downhill. They were supposed to be at my house between 8-10. At 9, I receive a phone call saying they were coming out this morning. I asked when they expected to be at my house and they said around 10:30. I missed work all morning waiting on them. When they finally inspect the vehicle he said I should hear back from them within 2 days. Two days later and still no contact from the appraiser. I have to call the adjuster back who again was really nice and helpful. She apologized for the appraiser not calling me back and informed me that my car was considered a total loss. She also extended my rental and told me if I didn't hear back from the Total Loss Department by the following Monday to call her back.

Monday comes and still no call from the TL department. I call the adjuster back again. She puts to have the TL department call me back ASAP. I finally got the phone call late in the afternoon. They give me the total of relinquishing the car vs. keeping and repairing the car. At the time I was planning to just have it fixed on my own. The agent told me that I would have to get a salvage title if I choose that option and sent me all the paperwork that needed to be filled out and sent back via email. What I found out the next day that once a car is considered a total loss it is extremely hard and extremely expensive to have the car approved as "road worthy" and acquire a tag.

I call back to the TL department and have to talk to a different agent about switching to relinquishing the car. I also ask for an extension on the car rental. They claim their policy is to end the rental 4 days after the estimate is given. I ask the agent to at least fax or email the documentation. He claims he can't because it's an official document and that it will arrive on Thursday the same day that my rental is up. I call back the next day and again try to get them to extend the rental and again get denied. I finally receive the so called legal paperwork to discover that it could have in fact been emailed or faxed and I could have overnighted the signed copy back. At this point, I plan on filing a complaint with the Better Business Bureau and the State Insurance Commissioner. All I wanted was the rental extended until I receive the check.

Original Review: March 24, 2014

USAA states that members are authorized to allow your other family members, to use their services. It is just a ploy to get other people's information. If you share say your sisters information, they are not allowed to use any of the USAA insurance services. I.e. I give my sister access, they direct to twenty first century, for a auto insurance quote. She isn't allowed to use their insurance, they make money on a referral. Do you see where this is going? They are collecting information and then sharing with other third parties. I would guess by this that USAA is a third party insurance underwritten by 21st Century, a member of AIG. Yes the one the taxpayers bailed out and have caused basically everyone to pay higher rates. I would not recommend you share anyone's information with them.

I called around and found that I could get rates at GEICO that were lower than my rates were at USAA prior to becoming "high risk," so I canceled my policy at USAA and went to GEICO. That was several years ago, but it makes me sick to see these commercials that they run claiming to be uniquely supportive of military service members. I am a retired Navy squadron commander who had 3 minor auto claims and I was treated unfairly. Don't be fooled by their commercials. They are more interested in profits than they are in service members.

I explained to the adjuster where I was going to have the repairs completed. He indicated that he was familiar with shop and would fax both me and the shop the repair appraisal. When I dropped the car off the next day the shop had not received the appraisal so I later had to send them a copy of the one I received. In speaking with the agent initially and the adjuster I had indicated that I wanted the shop paid directly as there are depreciation consequences if I were to get the check. The day after dropping off the car, I received a letter from the agent, summarizing our conversation and that I was to sign an authorization for USAA to make payment when the vehicle repairs were completed.

On the same day that I got the letter from the agent, I also received a check from USAA for the repair appraisal amount despite the previous understanding to the contrary. When I called USAA I spoke with a agent named Justin who was rude and argumentative with me and gave me a hard time about not wanting the check and wanting the repair shop to be paid. It was finally agreed that I would VOID the check and tear it up. He indicated that he would initiate sending a check to the repair shop (despite the fact that the repairs have yet to be completed nor approved of by me). From my experience USAA provide shoddy customer service and I would NOT want to do business with them.

June, 2011. My car had been insured by USAA since June 2011. February 27, 2012: My car was vandalized in my apartment parking lot. All 4 tires were slashed and both passenger side windows were broken out. I called police immediately and I called USAA in San Antonio, Texas on February 27, 2012. I was told by the USAA claims representative that USAA would have my car towed immediately. My car was not towed. Notice that USAA took the responsibility for having my car towed. I phoned USAA every day and asked the claims rep to please have my car towed. Each time I was assured my car would be towed quickly.

March 3, 2012, the vandals returned and did further damage. I phoned USAA daily after that and said, "Tow my car as you promised you would!" March 6, 2012, the apartment manager got tired of seeing my vandalized car in the parking lot and he had it towed by HIS towing company, ASAP Towing, to its storage yard. Not to the auto repair shop that USAA had authorized to repair my car. USAA then demanded that I pay $345.00, which was one-half the expenses for ASAP Towing and storage. That is EXTORTION.

I refused and said it was not my responsibility to contact a towing company. It was USAA's responsibility. If USAA had asked, I would have contacted a towing company. USAA's towing company, which I later learned was named Countrywide Towing, did not perform. In addition, I would have had to pay ASAP Towing another $106.00 to tow my car to the auto repair shop selected by USAA. My car stayed in the ASAP Towing storage yard until June 2012 and accrued a $22.00 per day storage charge amounting to thousands of dollars.

My car was sold by ASAP Towing to pay its charges. The cost to repair my car was only $1835.00 and for peanuts to USAA - $375.00 - USAA cheated me. USAA then claimed that Countrywide Towing needed my car keys. That is a USAA lie. I would have gladly given my keys to Countrywide Towing if it had ever contacted me and asked, which it did not. Why would I let a tow truck tow my car worth $8,000.00 and refuse to give the tow truck driver my keys? Besides that, a self-towing wrecker with only one driver can pick up any car without the keys and haul it away in less than 30 seconds. Anyone who has watched RePo Man on TV knows that. I still have my car keys and ASAP Towing towed my car away without my knowledge and without the keys. Maybe Countrywide Towing does not even own a self-towing wrecker. Not my problem. USAA contracted with Countrywide Towing. I did not.

Multiple claims representatives for USAA become involved in all claims. Seven (7) different claims reps mishandled mine. The Director of Claims phoned me a month after my car was towed and said he had not yet read my entire claim. I was waiting on a bus and I had been without a car for a month, so I was very frustrated and said, "When you have been professional enough to read my entire claim, call me back!" He never did.

I have written many letters to the CEO and to all the Board members. I have received 2 letters from the Member Relations Director, 6 months apart, saying that USAA would no longer respond to my letters. In between those two letters, I received a phone call from the CEO's office and one of his lackeys said they would no longer consider my claim. In other words, these people are so disorganized they can't even follow through on a threat to not deal with you anymore.

USAA management and administration is a mess! They have the date of my claim wrong. USAA's date reads March 2, 2012. My claim was made Feb 27, 2012. Their records showed that I had been a member for 40 years when I had actually been a member for less than a year. The USAA Bank sent me about 15 emails when I opened an account. One or two emails would have done. I would not open 15 emails from Miss America. Then I received a notice from a VP about a check to USAA that did not clear. I called and there was no record of such a check as I never wrote one. I closed the bank account because of these things and it took about 3 weeks to get that done.

USAA's Policy Statement for the Board of Directors reads that USAA is ethical. IT IS NOT ETHICAL! Writing rip-off sites about USAA is a good idea, but not enough. USAA is managed by a RETIRED Army Major General. Its 14 member Board of Directors is composed of 2 RETIRED Air Force Generals, 3 RETIRED Army Generals, 3 RETIRED Admirals, 1 RETIRED Marine General, 1 RETIRED Coast Guard Captain, 1 RETIRED Air Force Captain and a RETIRED US Amy Reserve Colonel. Another is a Naval Academy graduate who served 5 years in the Navy and is an active CEO of a holding company. As former Secretary of Defense Leon Panetta and current Secretary of Defense, Chuck Hagel, have said, too many military officers have a serious ethics problem and need training to learn right from wrong.

One Board member is a female with no military ties who serves on several Boards of Directors. Many on the USAA Board of Directors have RETIRED from careers after RETIRING from the military. USAA is in the hands of men and women who look like an ad for AARP! These are all older men and women with money and titles who have been Yes, sired and Yes, mamed all of their careers. They are like little kings and queens. You would think a company that insures veterans would have at least one enlisted person with success in the business world on its Board of Directors. None on the USAA Board has any insurance experience and judging by the bios on the USAA website, they spend their retired lives sitting on Boards of many different companies and serving on committees when they should probably be playing a lot of golf, which I feel sure they do, too. In other words, they appear to be rich, jaded bourgeois who are living lives of excess and have no idea what it is like to live like the vast majority of USAA policy holders do. The vast majority of USAA policy holders and USAA employees are NOT rich.

I served 2 years as an active duty U.S. Army Lieutenant on the Korean DMZ, 1965-66. I look like an ad for AARP. I was honorably discharged after serving the required 2 years. I saw good officers and bad officers. I have served on a Board of Directors and appeared before several as Vice President of a hotel management company. Based on my experience with Boards of Directors, I am unimpressed by titles and arrogant, rich men and women who serve on many of them. Many Board members are impressed with themselves and not competent to serve on a Board of Director. Unfortunately people believe that CEOs and members of Boards of Directors are ethical. Obviously that is untrue or there would not be so many unethical insurance companies, credit card companies, cable and satellite companies and banks.

The CEO of USAA and the members of its Board of Directors understand only one thing. They understand MONEY for them and not for you! USAA claims to be ethical and concerned about USAA members, (i.e., policyholders) on their website. USAA is neither ethically run nor does it value its members. USAA only values MONEY! USAA is ranked 48th of 100 of the worst insurance companies by the bad faith insurance rating company FBIC. JD Powers rates it number 2 of the best. JD Powers is incorrect.

So what can you do in addition to writing rip-off websites? You can and should send emails to everyone you know and warn them about USAA. Suggest that they warn their friends who are insured by USAA. Some ripoff websites have a way for you to do this. If enough people learn the truth about USAA, then USAA may be affected by a loss of business and where it hurts - IN ITS WALLET. ON ITS PROFIT AND LOSS STATEMENT AND THAT IS ALL USAA CARES ABOUT. You can forget about the Better Business Bureau. It is a powerless pawn of BIG BUSINESS. And you can forget about state run insurance regulatory agencies. They have no power and do not care what happens to you.

I have personally dealt with the Better Business Bureaus in 2 states and 3 state insurance regulatory agencies with my complaint about what USAA did to me. The Better Business Bureau and state run insurance regulatory agencies are a farce and pawns of BIG BUSINESS! And finding a lawyer to sue USAA is nearly impossible. I have spoken to about 10 lawyers who all agree I have a case against USAA for bad faith insurance practices. But lawyers are interested in bigger fish and they know that USAA is a big, rich company that will string things along until the lawyer's client runs out of money and gives up. USAA knows that, too.

SO, EMAIL OR WRITE OR PHONE EVERYONE YOU KNOW AND TELL THEM WHAT YOU KNOW ABOUT USAA. AND COPY USAA ON WHAT YOU HAVE TO SAY. I also suggest you pray that USAA suffers a financial calamity of some sort that will bring its management and Board of Directors to their senses. The following comes from the Bible: Psalm 109:26-28 (Living Bible) "Help me, O Lord, my God! Save me because you are loving and kind. Do it publicly, so all will see that you yourself have done it. Then let them curse me if they like - I won't mind that if you are blessing me! For then all their efforts to destroy me will fail and I shall go right on rejoicing."

The damage was minimal (or so I thought). Police were not called as I thought this was a minor accident and no need in dragging police off for something so small... let them be busy catching real criminals. We exchanged information, her father showed up, took pictures... assured me USAA will be in touch with me the next day. After I got home, I noticed the car stereo and dash area was busted out of place. The next day, I took my daughter to the hospital (she was a passenger). She had some memory loss and couldn't complete a simple sentence... and we both got checked over, both had strains and pulled muscles.

USAA did call us the next day. They accepted responsibility and we made arrangements to take the car to an auto shop to get estimates on the damages. The adjuster deemed it totaled and I drove it home (Apparently, she hit hard enough to bend the frame... and cost of repairs were more than the car). The NEXT day, they called back, offered $3,000 for the car which I agreed to (I bought the car for $800.00, so yes, I took the offer), and made arrangements to have the car picked up and the title sent in. All this time I was thinking, "Hey, these people are great....very speedy service"... I was WRONG.

They offered a rental for 3 days only...leaving me to find rides to and from work, troubling friends and family... missed several very important dr. appointments for myself and my children. When I called to ask them for a little longer on the rental, they said it was not their policy to offer free car service, and being I only had liability on MY car, it wasn't paying for anything more! When I argued back that I was the VICTIM in this accident and I didn't have my car now, or the title, or any reasonable way to get around, and I wasn't paying for a cab every time or a rental, I was told it wasn't their problem.

TWO weeks later, I finally get a hold of someone, after calling repeatedly, with no answers or call backs, I get this random person saying they'll FEDEX my check, then she said no, it was already sent and I should be receiving it soon. Don't think I'll be holding my breath judging from all the other reviews... I'll be calling again on Monday!

We did not use a rental car except to get back home and used our own towing coverage from AAA. USAA dragged this out for about a month. When I finally did get their offer, they informed me that I needed to decide in 2 days or I would be charged storage fees. I FedExed the car's title to them overnight and 7 days later, they still had not initiated the payment. Of course, I had to call to get this moving. If you ever have to deal with this corrupt company, make sure you call repeatedly and keep records. It cost me $4,500 out of pocket to replace the car and warranty. This was the WORST experience I have ever had dealing with any company.

1. USAA practices as they pertain to repairing a car vs practices when declaring a car as totaled. 2. USAA deceptive letter insinuating that I was not communicating with them. 3. USAA letter informing me of my rights under Colorado law and the manner in which it arrived. 4. USAA practice of declaring a car's actual value vs replacement value.

To begin this is the second time in the past 15 years that I have been involved in an auto accident. The previous accident the claim was handled by Auto Owners Insurance. I totaled my 2001 ford F250 diesel pickup truck. Auto owners handled the claim promptly and they sent me a check for an amount that allowed me to choose from many similar year and models with similar miles and features. This claim was handled completely over the phone with no letters or repeated unnecessary phone calls. The following information gives the timeline as best I can remember for my experience with USAAs claims department:

On January 28, a client of USAA struck my car in a parking lot of a golf course when I was inside having lunch. We exchanged information and I was called within an hour by a representative of USAA. At that time I felt it was only cosmetic damage and told the USAA rep that the car was drivable. He informed me that it probably take several weeks to get it into the shop as Denver had experienced lots of snow lately.

On January 29th I found that the car had more extensive damage than it first appeared. Specifically in addition to the physical damage to the outside of the vehicle the front passenger wheel had been damaged in a way that allowed the power steering fluid to leak out on to my garage floor. With no power steering there was no driving the car. That day, January 29th, I called USAA and informed them that the car was not drivable. They arranged for a rental and told me someone would call to arrange pickup of the car. During the course of the day I had two separate calls arranging for car pickup asking the same information. I was able to pick up the rental car after 5pm on that same day

On January 30th the car was picked up from my house. On January 31st I received a call from USAA reviewing my car and all its options. It was obvious to me that the person calling had already seen the car or had a report from someone who had seen the car. That same afternoon I received another call from a different USAA agent asking the same questions about the car and its options.

On February 4th I received a voice message from a USAA rep. In his message he said unfortunately the 99 Infinity had been deemed a total loss. Additionally he asked that I return his call and if he did not answer to not leave a message but to hit 0 so a team member could help me right away. He stated that they do this so they will not miss calls and get this resolved for you as soon as possible. That day I called back and got a different agent who reviewed the car specifications and options with me. That afternoon I got another call from an entirely different agent asking for the exact same things that I had gone over with the agent that morning.

Late that afternoon I got a call from USAA representative again, giving me a claim number (**) and informing me that the car had been valued at $5000.00. At that time I discussed with him the condition of the car and the recent repairs that I had done to the car. He asked for receipts for the repairs and said he would email a letter to me. I sent the repair bills but did not here back from Mr. **

On February 5th I called again and was put in touch with yet another person a Mr. **. I explained to Mr. ** my situation and re-sent the bills I had sent earlier while we talked. He said he would have en estimator look at them. After a long wait Mr. ** said he could add another $30 to the total. That night I did research and discovered only about 20 1999 Infinitys available for sale in the US, with only 1 in the Denver area. The average price of these Infinitys was about 5,777.00 with the one for sale in Denver listed at $8,800

On February 6th I again called the provided phone number and got another team member who again knew nothing of the previous emails or information. After speaking with him again at length, providing the same information again, and being placed on hold again at length, this person made me another unreasonable offer increasing the value by another $54 and informed me that the provided rental must be returned by the 7th. That day I sent the first letter both by mail and to the email address they had provided.

On February 7th I got a call from someone named **. She stated that she had been asked to review this information by her manager, a Mr. ** and that she could raise the value of the car to $5476.79. I told her that it would not be sufficient to replace the car that I was driving and would have preferred to have had my car fixed. She stated that she could only go by the industry guidelines and that she could only provide the actual value of my car not the replacement value. I asked if the rental car could be extended up to the point I received the check and she informed me this could not be done however, I could make arrangements with the rental car company to keep the car at a reduced rate that I would be responsible for. That afternoon I returned the rental and went car shopping. Through the weekend I looked at many different cars none of which were anywhere near as good as the one that was totaled by USAA's client. I finally settled on a Volkswagen Passat that cost me $6500 out the door.

On February 10th I received the Fed-Ex with the USAA check. I placed the check in the bank and made arrangements with the dealer to pick up the Volkswagen the next day. That afternoon I got 2 letters from USAA. Both letters were dated January 28th but were not received by me until February 10th. One stated that I was not communicating with USAA and the other informed me of my right to have my car repaired at a shop of my choice which is what I wanted done in the first place. Unfortunately by this time I had already picked out and committed to purchasing the Volkswagen and did not have faith that I could retrieve my car and have it repaired given the experience of the past week in dealing with USAA

On February 11th I paid for and picked up the replacement Volkswagen. That afternoon I got a voice mail from a Ms. **. She stated that she was a special assistant to the CEO of USAA and that I should call her back. On February 12 I returned Ms. ** call and we spoke about my experience and about the car and its replacement value. She said she would look into the situation and review my case and call me back. I told her I would send her a letter explaining my situation if she would give me an email address which she did.

On February 18 I got a return call but was unable to reach Ms. ** until the next day February 19th. When I returned the call on the 19th Ms. ** informed me that she reviewed my case and again stated that their offer is based on the value of the car not on the replacement value. She said there is nothing more she could do for me.

Addressing the points I made in the beginning of this letter, I feel that USAA was more than willing to drag their feet when they thought that my car was drivable. Once they realized that my car was not drivable they did everything possible to complete the claim and issue me a check going so far as to Fed-Ex the check. It is very obvious that they postdated those letters stating that they could not get in touch with me and that I had the opportunity to repair my car. I believe they only sent the letters after they had the title to my car.

I repeatedly heard the phrase car value vs. replacement value. All I know is that by no fault of my own on January 28th I was driving an Infinity Q45 and now I am driving a Volkswagen. I provided them all the information they needed to see that I could not replace my Infinity with anything close to it (Lexus, Acura etc.) with the check they issued me. There does not seem to be much more I can do other than commence legal action against USAA's client. I am asking that you help me by pressuring USAA and ensuring that they do not do this to other people.

Four years after that trip, the roof on our home had to be replaced due to hail damage, we waited for months for the adjuster to come. Here is the punchline! He found: A whole house fan and 7 vents to have been damaged but the roof itself wasn't. We must have head laser guided hail to nail all seven 6" vents but not the roof. We, US consumers, are too complacent and swallow the bitter pill. The practices insurance companies practice today should be outlawed, they are set to collect premiums but not protect the consumer. Needless to say we left State Farm.

In January, I overnighted by the postal service with a return receipt request the same information. I called 3 days after I overnighted the documents and, again, they claim it was never received even though I got the return receipt request with a signature indicating that the documents were indeed received. No one could locate the info! I have spoken to several people but cannot seem to get anywhere with this company. It has cost me over $50.00 in fees both faxing and overnighting the info and I still don't have a quote... Does anyone have a suggestion as to how I can get this company to respond to me?

Then, weeks later, while I was on vacation, they changed their decision (with no new information) and decided I was totally liable. It has been impossible to discuss the matter reasonably with any of the reps. The rep Crystal ** and even her manager, Sheila **, were extremely unhelpful and unpleasant and could not explain to me why the decision was changed. By their own terms, if the other party is 1% at fault, I should not be totally liable and he hit me in the rear when I was almost totally out of his lane. I am extremely dissatisfied with USAA and would never recommend them.

After my car was totaled, USAA only allowed 3 days of rental. When asked about whether it was reasonable to get a new car within 3 days, they insisted it was their policy. What can I do? I accepted it. Then the total loss adjuster called and insisted that I should send in my car title even before I could read the settlement offer and terms. When asked if sending in title constitutes an agreement to the settlement, they did not wish to answer the question.

After I read the offer, I did not wish to take it. Upon repeat requests, they finally told me sending in the title indicates my agreement to the settlement offer. This is a deceptive practice. In valuing of the loss vehicle, they were not fair in assessing the condition of the vehicle. They made every effort to under-state the condition of vehicle (e.g., mechanics). When inquired, they threatened to charge me a vehicle storage fee if I am not willing to settle within a “reasonable” period of time. That is 7 days of the inquiry. They are a large corporation and make sure to express that attitude to you when you file claim with them.

Overall, the whole experience was very unpleasant - the worst in my life with many insurance companies. They are not fair and only wish to get my case closed ASAP. I feel fortunate that I am not insured with them. If I need help as a customer from my insurance company, I expect to be treated fairly and with courtesy. Avoid USAA.

I set up an appointment to have the glass replaced. The day before the appointment, I got a call from USAA telling me that my deductible had gone back to its previous level until I sent a receipt showing that it had been fixed. That receipt was faxed later that day to the number provided by USAA. I called on Monday to check that it had been received and was in my file. I was told that nothing had been received, despite having a transmittal report that said everything was sent without issue. This process went on for 6 days, until I was given a different fax number. I gave the number to the garage, they refaxed it for the 5th time. I called the next afternoon to check, and lo and behold there it was in my file.

Now I am waiting for their "investigator" to check things out with the garage before my windshield can be replaced. It seemed as though when they wanted some info from me, I got some, but not all, of the info they needed. When I called to check on the progress, I was told they also needed more info, different from what they had. And the only answer I got was "I'm sorry sir. I don't know why you were not told about this." If they can't find people to do the job right the first time, close the doors and walk away or get people that will.

Well the next day I got a call saying that it would not be covered because when they put storage insurance on it, It was essentially liability only. I was told, "If a kid is jumping off the back of your truck and breaks his leg you are insured". I got pissed off because I was storing my truck at my house and that is what my home owner's insurance is there to cover... So I pulled my cars off of USAA and went to another provider. However I left my camper on USAA. I had full coverage on my camper because I had a loan out on it. Well a big storm ripped through. We had 60+mph winds and 18 inches of rain in about 24 hours. It tore the camper apart. The roof was damaged and it flooded the inside ruining everything. I had the camper less than a year and it was in like new condition when I got it. I had used it all summer and never had an issue with it. My wife and I loved the camper.

Well now the roof was half ripped off from the wind, the inside had been ruined, the cheap particle board on the walls and ceilings was falling apart because it was so wet, water damage everywhere. The adjuster came out from who knows where and said that he doesn't think a storm could do that to a camper because where he was they just got a few light thunderstorms that day but nothing bad. I had before and after pictures and tried everything. They just refused to pay. So I was stuck with a totaled camper with a loan on it. I don't have the money to get a lawyer and fight it so I sold the camper for scrap and paid off a loan on something I didn't have anymore because I got royally bent over by a company claiming to be there for the vets. I have never felt so disrespected by anyone as I have by USAA. NEVER do business with them. I have not filed many insurance claims in my life but my experience is that just about everyone is better than USAA.

AutoTrader offered me $5K and Carmax offered $7K, both claiming that the vehicle must be sold at auction as a result of the damages incurred. Kelley Blue Book lists my car at a value of $11K, yet I'm unable to get anything close to that from a potential buyer. To add to the situation, I still owe $9K on the vehicle, so I'm taking a significant loss by selling it (which I must as I moved to NYC).

Given this, I hired an independent appraiser who certified that my diminished value is over $3,600. Your company responded to this appraisal by offering me only $1,100, and has repeatedly refused to negotiate. I had to reject that offer since that would not even allow me to pay off my car. I bought a Honda Civic because of how well they hold their value. Now I'm in a position where I need to PAY someone to take this car off my hands, or continue to make monthly car payments that are several thousand dollars ABOVE what the car is actually worth.

After several months of back and forth with your company, I have gotten absolutely nowhere. I finally decided to simply accept the low ball offer and cut my losses, and now you're telling me that you'll no longer honor that, and will pay me NOTHING. Your new story is that the person who hit me did not have enough insurance to cover the full accident since it involved 4 vehicles. His maximum payment was only $25,000. Again, this is not my fault. My car was stopped in a traffic jam when your insured smashed into me from behind.

I'm unclear on why USAA would allow someone to have such low coverage, knowing that this is likely not enough in the event of a serious accident, which is exactly what their driver caused. Unfortunately the state of CT (where I lived at the time), does not allow underinsured personal property damage coverage, so I am 100% having to take a LOSS of several thousand dollars due to your insured.

Okay, you're in insurance company and this is how you operate. Fine, but I want the world to know that this is the type of treatment they give to the families of veterans in this country. Don't believe the BS they say about taking care of those that have served this country. They are only after their bottom line. I will never use USAA and I sincerely pray that I never have another encounter with one of your drivers.

They also threatened to drop our homeowner's insurance after my husband called to ask a question about a neighbor's dead tree that had fallen in our yard. And they raised our umbrella policy insurance by 50% and gave the reason as "accidents". Do not be fooled by USAA and their patriotic hype! Stealing from people is not patriotic!

We called to make an appointment at the shop and they told us that USAA had only approved the partial cost of the repairs in the statement. So we called them and they told us to call the adjuster and ask him because he had left off half of the damage on the report. He told us he forgot to mail the other half in to USAA. We then called back the agent and asked her why they did not compare the two estimates and she goes "Oh, we never look through the other estimates, only ours." What in the hell is the point of me getting an estimate if you aren't going to even look at it? Now we get a call from the USAA Agent that they reevaluated the damage and they are totaling it. I'm sorry but every job I have had when we have said we were going to do something and made a mistake, we kept our word to what we had said we were doing for our customers. It's not my fault that they dropped the ball. Eat your mistakes and do the right thing.

I again confirmed the amount due. I asked if that included late charges. Jake replied, "No, you do not have to pay the late charges right now," and that all I had to do was confirm the date I would pay so he could document it in his notes. I made the payment online when promised which is now four days ago. I have confirmation of the payment being received. So, I called today to ask for the deferment. After waiting on hold for 30 minutes I was now told by Diane that we do not qualify because (1) we needed to pay the outstanding late charges, and (2) we don't qualify anyway because of the state we live in. This information was never disclosed to us by Jake even though he took it upon himself to share the deferment option with us and he had our full history in front of him, including the state where we reside. I asked for a supervisor. Diane said she would transfer me and the phone line promptly went dead.

I called back again, was put on hold again, and ultimately Jake answered the phone. After confirming my name security information, I asked him if he remembered me from about 10 days ago. Initially, he replied, "Yes." When I repeated back notes I took during our conversation, he backpedaled and said something like he talks to so many people and can't be sure it was me. He also denied having any conversation with me about deferment even when I again recited the date, time, and details of our conversation. Curiously, although he denied our conversation, he was reading notes on his computer from that very conversation. So how in the world is he going to deny talking to me when he took those notes? I asked Jake to transfer me to Diane. Another agent named James picked up. I asked for Diane. James replied that "Diane sits right next to me" but he couldn't tell me where she was, couldn't give me her telephone extension, and didn't know when she'd be back. Without rehashing my situation all over again, I asked for the name and extension of a supervisor. James provided that information to me. I thanked him and hung up.

What were the consequences? After 20 years of membership, my husband and I are looking for quality customer advocacy from a company and its representatives who used to be good at it. I'm writing local and state agencies, too, in the hopes of them stepping in and highlighting the egregious and inefficient methods of communication that USAA and its representatives have sunk to -- a disgusting and disheartening level of zero customer service. I spent a total of 50 minutes on hold and being transferred around to a bunch of paid employees who seemingly have no uniform policy of what to say, when to say it, and how to say it to the very people who help provide them with a paycheck. In closing, know that the consequences were that USAA representatives lied to us, denied their lies, and show no intention of correcting the misinformation they tell callers. Who is training these people anyway? They really need to press rewind and listen to the recorded conversations they dole out.

Then the adjuster started to make accusations that I was just trying to get a rental car for free and that's why insurance rates go up... I then reminded the idiot that his client hit me, not the other way around. The conversation got heated at that point and he started yelling in the phone. It took two weeks, a Department Manager named Denise, that also did nothing for them to tell me.... "oh in Virginia, if your vehicle is damaged 100% by our adjusters, you have to have a salvage title and it may not be able to be titled or driven in Virginia." Again, REALLY? My question is how can a company practice business in a state without knowing the law?

I later discovered that they pulled my title without my authorization. So much for privacy protection.... Oh, and they stated that any medical problems were mine.... Good luck if you are injured. I am still trying to get my vehicle repaired, and get the runaround. I will be contacting the Texas Bureau of Insurance, Virginia Bureau of Insurance, BBB of San Antonio (where their corp office is), the San Antonio Chamber of Commerce and DMV to file a complaint based on Privacy Regs....

I called USAA and spoke to a woman who was rude and short with me. I explained that this accident was not my fault and that I cannot miss work to get an estimate on the repairs. She called one place while I was on the phone and they were open until 4. I told her I get out of work at 5:30 and might be able to leave a little early, but not over an hour. She said "Well what do you want me to do about that," which is not good customer service at all. I finally asked if I can take some time to call shops and set up an appointment myself. I find it very hard to believe that no one is open after mid-afternoon to stop by and just do a quick inspection so the insurance company can have an estimate. I have never considered using USAA, but I would definitely never recommend that anyone work with them. I'm stuck because the person who hit me has them, and they are making this so much harder than it needs to be. This was just a small accident, but I can only imagine how they treat people when there is real damage or injuries.

I figured we would get the money back since you normally pay car insurance for the month after the payment. We were told by multiple agents that we would get our money back no problem, and even were apologetic to us. After a week, I called again just to see where we were at with getting a refund. The male specialist I talked to said that our cancellation had never gone through, and he would put it back through, and call me back the following Friday. I waited all day for correspondence, and never heard back from aforementioned agent.

I called to see if he forgot, or just wasn't in the office. The agent I spoke with this time said that the gentleman who was supposed to call me never even made a note about it, and I had been forgotten about. The agent this time assured me that my refund check would be cut on Monday and mailed Tuesday. I was completely okay with that and hung up. It has now been 3 weeks since we cancelled our car insurance, and I had to call today to see if my check was on its way. I got transferred and then hung up on, and transferred again to a manager, who rudely informed me that we owed them 59 dollars, and that we were never supposed to get a refund.

She explained that we were actually paying for insurance for the month before, not for the month that was coming up. After 20 minutes of continuously telling me that there was nothing she could do, I was more than frustrated at this point and demanded to speak with someone higher up. She claimed that she was as high as I could talk to, but I could expect a call from the executive branch, and I could try to talk to them. My husband is deployed, and I expected some compassion with my situation.

If you are a military spouse and you need sympathy or help, I would not expect anything from this company. I will continue to try to get my money back, and will not stop until someone makes this right. I would not waste your time and money on this worthless and rude insurance company. I will be closing all of my USAA accounts and taking my business to someone who will treat me as a human.

Now it's 5 days later and this morning, I get a surprise deposit in my bank account from USAA for $1,200. No explanation. No phone call. Nothing. Just $1,200. So I call them and they tell me that the money is for the damage to my car. They tell me that I can do what I want with the money. I can get my car fixed or just keep the money, either way. Well, thanks a lot, USAA. Since newbie Eric told me that I HAD to get the car fixed, now I'm forced to spend that $1,200 on my car whether I want to or not. The damage was just cosmetic, not mechanical at all. So I would NOT have gotten it fixed if I had known I had a choice. But Eric didn't explain ANYTHING to me about the claims process. He said nothing about a deposit. He said nothing about not having to get the car fixed. Absolutely nothing.

When I called to try and fix this, the woman, Shelley, just kept telling me that it wasn't her fault that there was a mistake made. I said, "Yes, I understand that. But it WAS your company's fault." The people I dealt with were incredibly rude and not helpful at all. I was transferred to 4 different "specialists" before someone actually knew what they were talking about. I can say for sure that I will be switching insurance companies. USAA has really gone downhill lately. Not helpful at all anymore.

Update: USAA finally agreed to get me into a car rental for 3 days while my car was finished being fixed and then called me back a few hours later and took it away. Kathy ** was NOT helpful and didn't give a ** about the fact that as a single mother I would now have to take unpaid time off work since I can't work without a car - it's part of my job. I also can't even drop my child off at childcare and if I don't work I can't pay for childcare.... This company was and still continues to be the worst company I have ever dealt with.

Moving on, I was told initially I would receive title paperwork in the mail to take to the salvage yard or to send back in the mail. It never came. Finally on the 24th, we called and they told us we could simply just take the title there and that would be that. Would have been nice to know all along. We took the title on the 24th of August this month and USAA told us we would receive payment within 24 hours for the settlement on my totaled vehicle. It's now the 27th. I called this morning and they informed me that nothing had been started on the payment and they could not give a reason besides someone forgot. It has been "started" now and have to wait 24-72 hours again. Are you serious? I advise staying away from them. Not a very pleasant experience to say the least.

Here's the "Service" provided to us by USAA's roadside assistance contractor AGERO: 5:56 PM Called USAA for their towing service, which we’ve paid for a few years and never used, and was transferred to Agero. " Press ‘1’ for first call." "Press ‘2’ to follow up on first call." (Not a good sign.) My husband’s key wouldn’t turn in the ignition so he was stuck 5 miles away at a local market. A woman took down the information and said I’d soon get a text to confirm the tow truck is on the way and estimated time of arrival. (No text came.)

6.49 PM called Agero again, and punched “2” since this was “if you are checking on the status of an earlier service request press ‘2’”. (They must get a lot of repeat calls to put this in their phone tree.) A man took the call, checked my "file" from the initial call and said he apologized and that the previous dispatch hadn’t been made and he’d call back personally after he did the dispatch himself to confirm that it had been done. (No phone call followed.) Got online to check reviews for USAA + towing while waiting. Not looking good.

7:09 PM called Agero again to check status on the tow truck's arrival. Pressed “2” since this was still another follow-up call on the initial request for a tow truck. Put on hold for a long time. More apologies, the woman said she had arranged with a tow company and they would be calling me with the tow truck company information and an estimated time of arrival. I asked for the name of the company and was told M&O tow company. (No phone call followed with an ETA.) 7:34 PM called Agero again to check on status of M&O tow company – since no phone call followed – another lady took the call and said the previous lady was on the phone nearby and she was still working on getting a tow company to come. That the previous tow company M&O isn’t coming. Call was switched to another lady, Evan, and she said she sees my file says Countrywide Towing is coming, with an estimated time of arrival of two hours. (End call/hold time 7:45 PM.)

NOTE: It took nearly 1 hour 45 minutes for a tow truck to finally be dispatched. And, apparently this is the only service this business provides. 1) Taking calls from people needing service, 2) calling a tow company to make the arrangements, and then 3) letting the customer know who is coming and when. That pretty much sums up what this business provides. You’d think they would be able to dispatch a tow truck quicker than 1 hour and 45 minutes.

7:44 PM voicemail left by Carl, the man above in the 7:09 PM conversation, he said it took him a while but he has made arrangements for a tow truck to come. (Found this voicemail message later after my husband got home.) 7:46 PM received text from Clark & Howard tow company, ETA 8:17 PM. 8:03 PM received automated phone call from Agero? (from Tennessee) that help is to arrive in 15 minutes. 8:14 PM received call from driver William with Countrywide Towing; he is in the area and will drive by to see if the other company has come. 8:21 PM Clark & Howard tow company hasn’t arrived, even though ETA was 8:17 PM.

8:29 PM Automated phone call from Tennessee to see if Clark & Howard tow company has arrived. “NO” – put on hold to await a customer service representative. 8:32 “experiencing high call volumes, this is the last message and we will continue to play music until an agent is available . . .” . . . some minutes later was speaking to their representative. At 8:37 we noted that Clark & Howard were now 20 minutes past their ETA and still hadn't shown up. My husband called and said that Countrywide had arrived. I went back to the rep and told him. I also mentioned to the representative that it took 1 hour 45 minutes for a tow truck to even be dispatched. He mentioned that their company takes over a million calls in order to provide excellent service. Wonder how many of those calls are repeated efforts to get just one tow truck actually dispatched. (I spent my time on hold listening to their torturous “hold music” making this log and will add this to the other unhappy consumer reports shared online.)

Note: My husband just got home, towed by Countrywide, and said the other company, Clark & Howard, also arrived after Countrywide.

March 8, 2012, the apartment's property manager had my car towed by ASAP TOWING. USAA demanded that I pay part of the fees to ASAP Towing. That was extortion or bad business judgment. I refused to pay USAA's contracted with towing company, COUNTRYWIDE TOWING, had not performed. That was USAA's choice, not mine. My letters to Mr. Joe Roebles, CEO of USAA and every member of its Board of Directors and my phone calls to least eight (8) different USAA claims office employees were of use.

June 21, 2012 ASAP TOWING sold my car to pay towing and storage fees. January 5, 2013, I filed a complaint with the Texas Department of Insurance. USAA is headquartered in Texas. The Texas Department of Insurance never replied. June 12, 2013, I complained to the Better Business Bureau for the 2nd time. My complaint against USAA was assigned ID **. USAA said it had considered my complaint. That was USAA's only defense. August 26, 2013 I responded to the BBB in Austin, TX emailed me that the BBB was receiving several complaints about USAA.

September 2, 2013, I have been without a car for 18 months. Several attorneys I have asked to represent me a lawsuit against USAA want thousands of dollars upfront. My car's Kelley Blue Book value was $8,000.00. Why pay thousands to attorneys and get back the remaining pittance in court? Rather than just complain on a Rip-Off website, email everyone you know about USAA, too. The internet is powerful. Ask all those you email to tell others. The truth is not libel. My experience is below. Feel free to send it, as well as yours, to whoever you wish. Warn other veterans and their families.

So for the past two years, I have been paying $214 a month for PISS POOR car insurance even though I was quoted $89 a month. USAA customer service representatives flat out LIED to me about my bill. The difference between my quote and what I ACTUALLY paid was $125 a month, for 24 months. That amounts to $3000 that USAA STOLE from me. I cannot emphasize enough, this is INSURANCE FRAUD on the part of USAA. I am switching policies immediately and considering hiring a lawyer. USAA cannot be trusted, and I suggest you try another company such as Allstate, as my auto insurance bill dropped from $214 down to $79 with one phone call.

Called to USAA. I have to take my GMC to a Dodge place; they want over $1400. Because USAA is submitting this as two claims we now have to pay $1000. We don't have that money because of my chemo. I have 9 more chemos to go. They turned this in twice because of the dates. That is still $1000 plus USAA will have to pay for two rental cars. More money out of policy holder's money. The thing that upsets me the most is that I was LIED to. I called first to check that we would have to pay $500 once. The agent said yes. So we took the car to Dodge place. Now we have to pay $1000. Which we do not have. One agent said split them up. Pay one now and one later. We would say money going to the first repair shop. I do not like being lied to. But what we went through our home, I am not surprised. I am sure that caused my stroke from all the stress.

I called Victoria and she told me I had to pay for it out of my settlement and then she asked me if I had spent all of the money. At no time during any of the settlement negotiations did she say anything about me having to pay anything out of the settlement. She said she had in her notes I had to pay for that bill. I told her if I had known this I would have not settled and I would have gotten an attorney.

I attended Captains Career course for 2 weeks in June. I received a phone call stating that I was missing more documents. I was unable to do anything at this time. I was upset about the miscommunication and lack of competence of USAA. I address this via email to the processor which had contacted me. She sent me an email stating that it is my responsibility to get documents in within 3 days. I explained to her that I provided all requested documents, and the issue is that the documents are frequently misplaced by someone at USAA. I have turned in bank statements at least 4 times, in addition to replication of many other documents. My loan processor does not correspond with my realtor. I've ask for some explanation of some requested documents, with no response.

In the meantime, my house sold within 2 weeks of the buyers and I agreeing with the contract. I was given a pending date of 19 July for pending close date. On 18 July, I received request for more documents. I provided them quickly. On July 19, I received a request for more documents from my civilian employer. At this point, I'm told that I may not meet the debt ratio for the loan, which should have been confirmed long before now. The title company sent the title in 2 weeks ago. Last week, my loan processor said she didn't have it, then found it with the closer. She never received documents I faxed them. I finally started emailing everything and calling to confirm receipt.

My husband and I are fortunate that the buyers of our home will be on vacation until 28 July, and offered to allow us to stay here until then. We have 5 kids under 14, 3 dogs, 2 cats, and a house full of furniture; we have to find a place to rent within the next week, that will hold all of us. My husband and I work full time jobs. I am a Nurse at Ft. Knox and he is a Firefighter. We are spending 100 dollars a month for storage unit, and have a ton of other belonging.

The communication and customer management has been terrible. You are dealing with families of Veterans and Soldiers. My dealings with USAA have been very positive in regards to car insurance and credit card. I have already paid off and closed my USAA card, and plan to cancel my vehicle insurance next week. I've had many Soldiers share the same experiences with me recently, as I question others about their experience. I'm sure my loan processor will have some additional issues on Monday. I do not see this loan going through. I pray that the sellers will extend our contract and give us the opportunity to find another company. I have never had an experience like this.

I have contacted the roadside assistance several times and they only want to tow us 22 miles or to the next town. We could not get help there. Rather than get us to where we can get help, they want to strand us in the next town. We had no choice but to accept that after several conversations with them. So after talking to a supervisor, we were to get a call again from a representative. We never got that call. They could not reach an agreement with the tow truck driver as to what they would pay him, so he would not come (We talked to him, and that was what he told us). Roadside assistance is covered by a company called Agro, (not sure if this is spelled right, not USAA). I did not know this when I purchased this roadside assistance. Understood it was USAA. SO, HERE WE SIT ALONG THE FREEWAY hoping to fix our truck ourselves. NO ROADSIDE SERVICE.

How did that happen? That does not even come close to covering all of the loss that I had and have already paid out of pocket! They have lost their credibility and I will be looking for a new insurance company after this! This is the revised estimate the USAA adjustor produced: Revised Estimate (PDF) 07/04/2013 - $8,732.49 ($193.17) $2,010.00, $6,529.32. Now customer service says they are only willing to offer $800!

For the first year, things were great. Then they did a policy review over the phone and a month later my auto insurance increased from $280 a month to $391, which is a $1,332 annual increase. This increase was done without any notification or justification. So I called to find out why. They were unable to tell me why there was an increase. All the drivers on the policy were the same, all the vehicles were the same, and there were no accidents, claims, or traffic violations. They said sometimes the insurance just goes up and that even the actuaries can't tell you why? Really! I have had policies with three other insurance providers and none of them ever raised my rates without notifying me first and explaining the reasons for the increase.

I am severely disappointed in USAA and would tell everyone, military or not, DO NOT insure with this company! They basically hook you and then try to extort money from you through premium increases that they can't explain nor justify. I wish someone would have warned me. STAY AWAY!!!

Because insurances are not forced to pay what their obligation is, it has caused the rise in health care. If they would pay as they have promised their clients, hospitals would not need to start a charge for an aspirin at $20.00 in the hope to get the 20 cents. At one time, USAA was the best insurance and as a bill-er, I was called often to give referrals. It broke my heart when I had to warn people about USAA instead of giving them as my referral.

I contacted them and again they would not talk to me, only my son. I said it’s a joint account. It didn't matter. I get my son and they tell him that everything was lost, that they had to redo everything including charge my MasterCard. I went online at that moment and they charged me the $25.00 open it AND ARE YOU READY? I was charged another $10.00 by my bank because USAA did a cash withdrawal without my authorization. I told the representative on the phone what I discovered and that I would not be authorizing the card again. If my son wanted the account, he could go ahead. The representative asked me to get off the line and that he could only speak to my son since he was 18. I explained that this is his first checking account. I am funding the opening of it and I will be a joint signer. He insisted I get off the line.

At first, my son was ready to move ahead, but I said there is no way we are opening this account. I said I wanted the $25 refunded and the $10.00 cash advance fee since I never authorized that in the first place. I swear these guys must be trained to say this because he will be the first of two that told me this, "I am sticking to my guns on this no refund." I ended up disputing it through the credit card company, but they would only refund $25.00.

The second issue. I made my first payment for insurance with them. The account said zero balance; everything was good. A month later, I logged in to pay my insurance. It was a few days early but I was paying bills that day and thought I would get it out of the way. There was a $15.00 late fee and balanced owed was for two months not one. I thought well that's odd; something must have happened with the electronic payment. I checked my bank and sure enough, payment had come out of my bank. I figured well I paid; I can show I paid so this should be an easy matter to clear up.

On the phone, he checked my account. Yep, they received my payment on time a month ago, but I missed the second payment. I said "No, I am making the payment now and it is nearly a week early." He said, "You know you missed a payment last month." I said, "I thought you just said I paid it?" "Yes you paid one payment, but you missed the second payment last month." I said I did not understand and it looked like they billed me twice in the same month. He affirmed that they indeed did bill me twice, and because I was billed even if in error that I needed to make that payment.

After much back in forth I would hear those words, "I am going to have to stick to my guns on this." I said, “Well so am I; cancel my policy immediate.” He never tried to save it, got ANGRY and said, “You know where the door is.” These guys represent veterans. I am a 100% disabled vet - in a wheelchair, no use of my legs. I don't cry about my condition, but I'll be darned if I will let some company that claims to represent veterans treat me like this. We concluded the call; I followed up the cancellation with a letter in the mail and sent them cancellation on their website.

Today I logged in to make a credit card payment with them. Yes, they sold me on everything - paying it off and I will be gone. Anyway, they have been billing me for months and months for insurance. However, they did cancel my policy on 6/23/2013, billing me up to the last minute. I called a good neighbor. We got better coverage on our rings and personal property and our auto, and our monthly payments were less. I have always run away from the "Like a Good Neighbor" company because I thought they MUST be expensive. Turns out they were less expensive than USAA that offered all these "discounts" to veterans.

STAY AWAY FROM USAA. When I was in the service, we looked out for each other. If we had someone that was a bad soldier which was far and wide, we used to say “on the battlefield, that guy will be the first to go”. If I share a foxhole with him, I will drop a grenade and take one for the team. I hope that on the battlefield, USAA is the first to go. "Metaphorically speaking of course."

I have evidence, documentation and photos, including the very document provided by the USAA adjuster that showed my vehicle except for a minor windshield crack defect was, as they stated, in good condition. This is not so. My car with low mileage of 38 thousand was in excellent condition, no body damage, no dents, no scratches, no tears in the interior fabric, no stains, no defects in the exterior paint, no blemishes, no paint fading, no need for repairs of any kind. All regular and recurring things such as oil changes and the like were performed on schedule and the photos I have of my car at the yard, even in its crashed condition, bear that out. That said, the USAA adjuster used the lower end of Internet Dealership evaluations for determining my car’s value.

In my research of the Southern California dealerships, I found over 20 dealerships that with similar options, make and model and mileage, that had a minimum of $2,000 more in value than what was offered to me. Cars evaluated at the payout amount that was offered me had over 20 thousand more miles. I doubt the original mission of USAA created by 25 Army officers long ago as so stated to being committed to serving the military and veterans who have honorably served and their families would be pleased in how the company conducts business today. Treatment of people by over 200 other complainants on the consumer affairs website is self evident in their experiences, many complaints by veterans. I challenge the current Chairman and Chief Executive Offices or Board of Directors to review my complaint and continue to tell me they are beyond reproach that they can treat anyone indiscriminately with a take it or leave attitude without measures of accountability and equitable resolve.

My dad, a passenger in the accident, is a United States Army Veteran of war and after this experience stated he would never do business with such a company. Shame on USAA of today, you are disgracing your founding fathers’ vision conducting business in self-satisfying interests without full consideration of the merits of the incident regardless if the claimant is not a customer. I have no fault in this accident. What I had was a great car paid in full in excellent condition with low mileage. To be treated with disregard unjustly is just wrong simply because we can attitude. USAA Auto Insurance as all insurance companies has an ethical and fiduciary responsibility as an insurance company to represent a case for its own merits. Based on other current online complaints for a variety of issues, a clear pattern exists with USAA lacking in the code of conduct for honesty, integrity and fairness. Maintaining the code of conduct must be a never-ending process to ensure good business practices.

In dealing with USAA, I am made to feel that if I don’t accept their offer, any charges the yard has, where my vehicle is, will be charged to me. In addition, I am given three days to accept and the auto rental vehicle charges will revert to me as well. I informed them I did not accept their offer but they could pick up the wrecked car since I was made to feel I would be responsible for storage. Two thousand dollars difference is an overwhelming burden and an amount I simply cannot make up the difference in order to have a similar car of equal value. I am a student working full time and the difference in car value I cannot make up, the stress and unfairness is completely unwarranted. By not accepting their offer I would have to rent a vehicle until the matter is settled, which could be a considerable amount of time. I attempted to resolve my concerns with USAA Insurance to no avail; they simply re-issued their original settlement without any explanation.

I wouldn’t mind going on national television on a Judge show so that all others can see how this company does business. My father, a passenger in the accident, states, “I urge all Veterans and the public to think carefully about doing business with this company. Veterans and families please use extreme caution and care to avoid potential problems or dangers associated with this company when choosing to subscribe or maintain customer relations. I sincerely hope you do not have unfortunate circumstances to deal with this company in any like manner.” Likewise I will contact the California State Department of Insurance, the Federal Trade Commission, my California State and Federal Legislators and other Government Consumer Protection avenues at the highest levels in order to resolve this matter in a fair and just manner as well as inform ALL Veteran Communities.

We are talking about next door to our home. She is allowed to ride 2 houses up from our house and 2 houses down from our house, nothing further. She was not alone; she was playing outside with her brother. My husband and I leave the garage door up and house garage door open so that we can hear them and peak outside to see them. One last note, we live in a very safe neighborhood with lots of children playing outside on almost a daily basis. So due to these two reasons, the insurance is stating that my daughter is partially to blame (60/40). I refused to allow this and the insurance will not take full responsibility. After arguing on the phone and speaking to a supervisor, USAA stated they would be comfortable going to 80/20.

CALIFORNIA LAW - Pedestrian Right of Way Laws: California Vehicle Code Section 21949-21971 pedestrian right of way laws states: The driver of a vehicle shall yield the right-of-way to a pedestrian crossing the roadway within any marked crosswalk or within any unmarked crosswalk at an intersection, except as otherwise provided in this chapter. More so the code state that a driver shall, exercise all due care and shall reduce the speed of the vehicle or take any other action relating to the operation of the vehicle as necessary to safeguard the safety of the pedestrian. 21952. The driver of any motor vehicle, prior to driving over or upon any sidewalk, shall yield the right-of-way to any pedestrian approaching thereon. Also another known fact would be to keep the landscape trimmed to avoid unnecessary hazards. If you are in a driveway or parking lot with a lot of shrubs, make it a point to double check blind spots and mirrors.

I believe USAA does not want to take responsibility not due to these reasons, but due to payout. Honestly, I find that this is **. I will say that I highly doubt that our small town and our judge would rule that my daughter was anything other than an innocent pedestrian/child. I also would bet the judge would find the neighbor at 100% fault. After all, these overgrown shrubs are on the neighbor’s property. It is her duty to be more cautious when driving out of her driveway. FURTHERMORE, the police report states that the driver is at fault.

Two weeks later, vehicle is finally done. I went to pick up my vehicle and paid what needs to be paid. When I got home, I noticed the rims of the vehicle do not match. Mind you, I'm still waiting for the claim adjustor to call me. I called USAA and advised them what was going on. They asked me to send the picture and I did. Finally, I got an email from my claim adjustor telling me that I need to go back to the body shop and work something out with them. I called my claim adjustor, no pick up of phone. I was with Geico for a very long time, but heard a lot of good things about USAA. Worst nightmare ever! Do I recommend USAA to everyone? No! I am going back to Geico. I was left to pickup my car with no gas, mismatched rims, and just a little FYI, it is a 2011 Mercedes Benz. The two pictures are what they have on my car.

The representative told me the amount that would need to be paid for the premium and even sent a note confirming this. I was told that the documents and the premium notice would be online within a day. On trying to get this, I found that I was locked out of USAA.com due to the unpaid premium. The premium was paid, but USAA said that it would take three days to reinstate the site access. Three days sounded a bit strange and funny enough, it is the time it takes for a payment to clear.

I went onto the website yesterday to pay the six months premium and could not find it. I called the customer service line and they said I would have to talk to their underwriting department. I was informed that the policy was declined due to the claims that had occurred, while I was with USAA. USAA continued to insure me as the payment of the outstanding premium indicated. The underwriting department claimed that the customer service representative should have checked the claims background before they quoted the six months premium. This is not my issue. I had an expectation of insurance, USAA took the money for the back payment and now they are backing out of the insurance. I could have accepted an increase in premium or change of coverage, but USAA say that they will not review this.

It seems to me that USAA misrepresented the expectation of policy issuance to get the back premium. I had thought that this was a company with integrity, that is what they say, but now realize that this is not the case. I had hoped to remain with USAA, but obviously they neither value the relationship and loyalty or the business.

I never did get a call back from the supposed adjuster of the claim. What a surprise, huh? So I told the representative after he gave his sales presentation about how it was a 50/50 accident (they still haven't seen the pictures which will be a surprise to them in arbitration) that does he realize the car was parked with the engine off? He is silent. I just told Larry not to worry about it. I will proceed with my own carrier or in small claims court and I recognize he is doing his job. USAA is no different than most of these carriers when dealing with party B. They are going to look at the bottom line. I just expected more from a supposed reputable carrier. Is USAA now Mercury Insurance? I understand the ways of the world. If you can't pay out in obvious situations, then what hope is there for an at fault system. Just make it no fault system since USAA isn't going to do the right thing anyways.

Remember, USAA didn't follow up with a 50/50 letter and also didn't even ask for any evidence I had to present. These guys were playing games on the initial phone statement. I guess they didn't like my direct statement. The purpose of this complaint is if you get hit, prepare to file a small claims court action, hire an attorney or go through your carrier (hopefully you have a deductible). Don't expect favorable treatment no matter how obvious the fault of the incident. Shame on USAA. I should think about starting my own insurance company, charge people for insurance, don't pay out to the other party if they are not at fault and then charge my own clients an accident surcharge. Nice. I would attach pictures maybe in the future once the case is settled. You can see how the tire of the party A if backed up would go straight into the damage of my car. I will be calling USAA once resolved and asking them how I got reimbursed when they said it was 50/50.

The accident was captured on film from a security camera covering the area. The Board of Education has a copy of the video of the accident and has offered to let USAA insurance view the video. USAA refuses to view the video, which would prove that their insured was responsible for the accident; therefore, they are refusing to conduct a fair and impartial investigation. The representative for USAA stated to me that USAA had no one available that could view the video. I do not think that is true. The accident happened on January 23, 2012. A private property accident report was taken by the Bartlett, TN police dept. and shows the USAA insured vehicle to be at fault by listing it as vehicle # 1. USAA still refuses to accept responsibility. The USAA contact is Sarah ** at 800-531-8722.

Basically, I will have to pay $915 for a stock windshield and the lady said USAA will pay $14 of that or if I take it to Safelite, they will install the cheap windshield for my $250 deductible and pay $325 towards the cost. I reported it to the Insurance Commissioner because in California, you can take it to any shop you want. I have the Safelite paperwork showing USAA will pay $325 if we take it to USAA's own shop, Safelite. To me, it looks like you take it to USAA's shop and you have insurance. Take it to your own preference and you can pay the whole thing yourself.

I had received nothing from USAA, stating that this would impact their valuation nor allow me to correct this issue before their valuation. I have disputed this with USAA, but to no avail. Once I knew of this, my son went to the auto shop and removed his tools and vacuumed the interior. The interior now looks pretty good for a 2004 with 150,000 or so miles. USAA says there will be no re-inspection and their evaluation stands. I made it clear to them that unless the $553.00 is added back to their payout amount, I will not accept their offer.

I am 67 years old and and I have been a USAA customer since 1969. Based upon this experience, I will not be a customer much longer. Under no circumstances will I ever recommend USAA to anyone.

A few weeks ago, my car broke down. I had towing coverage on my policy and called for a tow. To cut the long story short, the tow never arrived, and I arranged a tow on my own accord and canceled theirs. I informed them, after some calling around while arranging my own tow, that their contracted towing company was not only the most expensive in the area, but had horrible service by not showing up. They didn't seem to care. I wrote another complaint about the service received on their online guaranteed response in 24-hour site. I didn't hear back for weeks. They basically only said sorry.

I wrote another complaint, in general, about their service. I told them that I would be taking my business elsewhere because they cannot respond in a timely fashion, and that the service was well below par. Guess what their reaction was? They canceled my policies! Now, I cannot get new insurance because of the cancellation and the claims. I have reported this to the California Department of Insurance, and a few consumer protection agencies. We'll see what happens.

If anyone reads any of these complaints about USAA, please reconsider giving them your business. They do not care that you have any affiliation with the military, vet, dependent, etc. They only care about their bottom line. They promote the fact that they are here only, and for the protection of military related, but I think that is just a scam. They truly don't care about you whatsoever. They may be a few bucks cheaper than some of their competitors, but I can almost guarantee you that you'll be sorry in the end if you ever need to use their services. Buyers, beware! And don't say you haven't been warned. They will screw you every chance they get and ignore you when you need their help the most.

We have opened a complaint with the State of California to see if they can resolve it. If you read your policy carefully, you can't sue USAA if they wrong you. You can only pay up to thousands of dollars to get to arbitration. They know this and exploit it figuring you won't pay thousands to make them pay the $800. They should have paid to fix it. They are not honest in my opinion and they will not negotiate based on the facts. Don't buy their policy without reading it carefully. I learned the hard way how hard they are to deal with.

My wife called USAA and asked what was going on. They told her that they mailed a check to us and we need to pay the dealership because it wasn't one of the shops on their list. They also informed us we needed to take the rental car back immediately or we would have to pay for it, so we were forced to pay money we didn't have. This company sucks. I am going to check into their actions and see if there is something I can do about it with the insurance commission.

We stayed with them due to a death in the family and made notes to leave as soon as we had the time to look for a new company. We now have a windshield repair that has to be made and are being told it will be a week or more before USAA decides whether they will try to force Chinese glass on us or replace ours with like kind that is in it now from the factory. If you read this, I hope you will look closely at these people before you trust them. They are not the same company they were 20 years ago. They lie too; I caught them on several instances.

To make a long story short, they never changed my car on my policy. They "know" it was my fault and not theirs because "our reps are well-trained." They are saying I never told them to change it, and they have refused to cover my repairs. However, they didn't have any problem continuing to collect my premiums over the last 7 months on a car they knew I no longer owned (that's stealing). Throughout the 12-day ordeal, several of those I've dealt with have been deceitful and uncaring, and most every time I've spoken with them, they've put me on hold repeatedly for extended periods of time, and many times they haven't been able to answer simple questions without having to do research and call me back "in a couple of days." They are happily willing to give up a 37-year customer over a $3377 repair bill. I told them that I have two parents, two kids, two brothers, and two sisters (plus extended family) on USAA, and I would ask them all to cancel their policies. I will pursue legal action as far as I can.

The next day, I found out they had replaced only some parts of my damaged bumper and other parts were not even Nissan Titan parts since they left me the old parts with an item control number from Toyota Tundra that fits my vehicle but was not the same at all. Now it has been almost two weeks and nothing from USAA. When I spoke with the Texas Department of Claims, I ended up in a dispute with a USAA customer service representative. And that day, after I hung up the phone, I received several rude and threatening calls from that rep and I'm afraid to call and get the same person. USAA, please repair the problem or send the adjuster to inspect my vehicle. The only other choice I have is to send a formal complaint to Texas Department of Insurance for action on my behalf. Help.

While I was at a complete stop leaving a parking lot, all lights on in the rain, and foot on the brake, a woman accelerated and rear ended me pushing me towards two lanes of oncoming traffic. I managed to get to the shoulder of the road at which time this whack job woman begins ranting and screaming that she was calling the police. I thought, "Good, save my cell minutes." The police arrived, took the report and issued her a citation. I called USAA to report the accident and discussed with my daughter how she felt and we felt we did not need medical attention immediately and would take the "wait-and-see" approach, neither one of us to make mountains of mole hills. I advised my daughter not to take any analgesics which might mask any symptoms and despite my recent surgery, I followed the advice I gave my daughter. We both felt sore, but thought that there was nothing seriously wrong.

About two days after the rear end I began to experience increasing pain in my lumbar area where I had just had back surgery. My shoulders were on fire and headaches began to plague me. My daughter had some numbness in her arm from the seat belt, minor headaches and shoulder pain. We both went to the doctor as soon as possible. We began PT together and I awaited results of new MRIs which now included my cervical area as the neck pain on my left side was becoming excruciating. I was informed that in addition to destroying the progress I had made from my back surgery I now had two (+) bulging/herniated discs in my neck which created migraines, severe shoulder pain, guarding and eventually resulted in permanent nerve damage in my lumbar area extending out to my entire right leg. USAA was to cover up to $50K in medical expenses, which was an enormous battle in and of itself, but after obtaining numerous opinions from brain and spine surgeons across CT, I was told the damage was permanent and I have been reduced to pain management for the remainder of my life.

Aside from dealing with daily physical pain, adjusting to a limited lifestyle and coping with the pain using every conceivable treatment I could find, from acupuncture, to inversion tables, to portable tens units, to yoga, and numerous surgical procedures, I was battling USAA at every turn. Unbeknownst to me at the time, USAA was submitting denial letters for my procedures under my daughter’s name to my estranged husband. They were sending them to an auto repair shop in New York despite the fact they had my name, current address and contact information on every document submitted to them, including multiple attached documents indicating me, my address and phone numbers in Connecticut . This included, but was not limited to spinal nerve block, spinal steroid injections, prescriptions and the like from doctors my daughter was never a patient of and for medications and procedures she never had.

Upon my discovery of this, I called USAA and ended up forcing my way through to upper management and the legal division after repeated denials of their wrongdoings. I cited specific billing numbers and the management finally had no choice but to admit that they did in fact made errors and sent my estranged husband confidential medical information during which time I was embroiled in a bitter and brutal divorce. It was a blatant violation of my privacy and HIPPA. It took months before I was finally provided with all the documentation I now have to sort through to establish what and when my private, confidential medical information was divulged to a third party without my knowledge or consent.

Moral of the story is to request any and all medical information related to your case. You may not know it, but they could be submitting your info to anyone. I, thankfully, have their repeated denials and subsequent admission of wrongdoing, along with a lame "apology" on tape. If they chose to "delete" theirs, I have mine. I record every conversation of significance so I can keep an accurate record of what happened and when for my own peace of mind. They know not who they are dealing with. This will come down like a sledge hammer when all the docs are in order. An apology simply will not do.

Aside from the accident lawsuit, which has now taken more than 4 years, I continue to pay out of pocket for all my medical expenses and will for the remainder of my life. This just adds insult to injury, literally. This happened when I was only 41. I have a lot of life to live and it has been forever altered. I will never recover, I will never get "better" and if anything, I get progressively worse as each day goes by.

The two doors on the right side of my Mitsubishi Outlander were hit and and the back right door is nearly popping off the car. He also messed up the inside where the passenger seat belt is. Both doors have to be replaced but fortunately, it still drives. The only bad part is all the people that I carpool with to school have to climb over to sit in the front since only my door and the back left door open. Not to mention that whenever I drive, you can hear air swooshing inside and it's loud. His car only has a dent by the left tire. We both parked into the station and I got out the car and asked him what had happened. He said that I went right in front of him and cut him off. I was in shock. I explained to him that I had green and I had the right of way and he had a yield that was obviously posted there. He didn't yield and that was the cause of the accident.

After I explained that to him, he shut up and we did what we had to do next. I called the police but they were of no help. All they said was that if no one is hurt, they did not have to send police and just to exchange insurance information. We did and I proceeded onto the next step in calling his insurance. They were really friendly and the claim representative that I got, Amanda **, made it seem like she agreed that it was his fault. She said that when the investigation is done, she would get back to me to start the repairs process. The next day, I received an email from her acknowledging my claim. About four days later, I still heard nothing and so I called them back. I got another representative named Tammy. She gave me instructions to take pictures of the scene. I did and sent them right away. Also, she sent me to one of their repairs shop, City Body and Frame, to get an estimate.

I got there and they seemed to be helpful. Anthony, the guy in charge of sending USAA pictures and the estimate of my car, said that it seemed like it was definitely the other guy's fault. He also said that they were going to start repairing it immediately since the door was popped out. He told me to wait as they got all the paperwork with USAA done. They came back with good news and said everything was approved, and that I should be picked up by an Enterprise employee to get a rental. I was surprised as how easy and fast it was. Problems with USAA started there.

I got picked up and Enterprise was sorry to say that they could not sign me a rental because I only have liability and I'm under 21. I'm upset at this point because I have no car. Never was this mentioned by USAA. They knew my age and they knew I only had liability. The manager at Enterprise told me to call USAA and ask how much it would cost for me to have a rental just in case. I called them and I gave the representative my claim number. He gave me an attitude and told me he did not even know why I was there getting a rental because they had not yet approved anything. What? I was confused and frustrated because Anthony said everything had been approved. I immediately went back to claim my car before they started on it and would charge me for it. At this point, I'm mad at this body shop for lying but maybe after reading all these bad reviews on USAA, maybe they lied just to see how long I would last and hopefully forget about it.

I told my dad what happened and he of course was mad. Not only are they taking too long, but either the body shop was lying or USAA was. He called Amanda's extension, but she never answered (she never does, but also turns out she was on vacation). Days later we called the main line again and talked to someone new. They made an appointment for another estimate elsewhere. They took about an hour, but the estimate was $3,700 - replace both doors, the inside and paint. On December 17, my dad called me saying that USAA has denied my claim. They are money-hungry, cheap and **. Their explanation was that there was a difference of opinion and their client Master Chief, whatever the hell, said I made a crazy turn from the left lane onto the gas station as he thought I was going to go straight on the left lane. So they spent all this time investigating but end up denying my claim because their customer said I was on the left lane.

They also said they have to back up their clients and that is why I was denied. Are you serious right now? We were more than infuriated. My dad called the man who hit me to tell him to be a man since he's supposedly this big shot military man that's supposed to be honorable and yada yada yada. He stuck to his ** story and and said that I was on the left lane and that's how it ended. I called my insurance company. They said that USAA already made their claim on Friday. ** again! They took weeks to investigate a yield sign, but immediately called my insurance to shift the blame on me. We didn't get this news until that following Monday morning. Common sense. No crap, this guy's lying. He never mentioned the left lane story to me when we were at the gas station. He had a yield and I had the right of way. I had no fault and he was to blame. It would have been smarter for him to lie about me not using my turn signal, but the man went out of the box to lie about something as ridiculous as his driving.

My dad called the city to see if they had cameras there but unfortunately, they didn't. How can I prove that he's lying at this point? I then remembered the Mobil employee running to us, telling us to move up from the entrance. I went to give him a visit and I asked if they had cameras. They did but not ones that reach that far. He remembered me and asked if I was the person in the accident weeks prior. My eyes grew big and I knew I had a witness. Two actually who both told me they saw everything and it was clearly this man's fault. Let's see how USAA responds to this news. I did not think I would need a witness because it was obvious and it's common sense that he was at fault. Who knew this military man would lie to get out of paying his own faults (he only has liability)?

Even though I am young, I am not a bad driver. I have never gotten a speeding ticket nor have any bad records or encounters with police. They know I'm 19 and maybe they thought they could take advantage of a naive teen. They don't know yet about the witness and that my dad and I are willing to take them and their client to court. If you get hit by a USAA member, be careful because they will try their hardest not to pay even though it is crystal clear that the other party is to blame. Until then, USAA is a bogus company only concerned with their brand.

This is quite confusing since Hendrick Collision did not dismantle the car to see the real damage. They must have some really awesome technology and abilities. The other appraisers looked at my car with the rear bumper cover removed and were able to see the real damage. I have requested that USAA send another appraiser to look at my car and so far this has been denied. I have also asked for photos provided by Hendrick Collision and I have not received them yet (This is text from first submission to the BBB and Insurance Commissioner). After receiving our complaint through the Better Business Bureau, USAA did finally send another adjuster out to look at the vehicle on October 16. After the adjuster looked at the vehicle and stated what needed to be repaired, I asked him if the car was totaled. His reply was, "No, it's not totaled." I showed him the original estimate from Hendrick Collision and he said the adjuster needs to be fired. On October 17, I spoke with my claim person, Elizabeth **. She reviewed the notes from the second adjuster and his supervisor and advised me that they would be issuing a check for the repair the next day.

When I asked her why I had to jump through so many hoops to get the second estimate, she said, "I don't know, but this may be the straw that broke the camel's back." I am not sure exactly what she meant by this, but I took it to mean this had happened before and USAA would be fixing the problem. The Total Loss department has been in touch with me since the conversation with Elizabeth and they are using information from the original bogus estimate. As stated, USAA did send photos, but they are from the first adjuster and before the bumper cover was removed and do not reflect the real damage. When determining the value of the vehicle, they are also using bogus information. USAA is refusing to discuss any details with me (text from second BBB and Insurance Commissioner communication).

We have taken the time to review each supposed comparable vehicle on the CCC list and of the 11 vehicles listed, only one vehicle is a potential comparable within the Georgia Codes and Regulations. USAA is violating Codes 33-7-11.1, 33-4-7, 33-6-34 and Regulation 120-2-52-.06. Also, Georgia uses Actual Cash Value, which is defined as the cost of replacing or restoring property at prices prevailing at the time and place of the loss, less depreciation, however caused. USAA is also participating in insurance fraud by knowingly making false statements. The original adjuster, Matt **, knew that he had not properly estimated repair on the vehicle. It is very basic knowledge that the original estimate is completed based on what can be seen and the vehicle is viewed again once the car is taken apart. Matt did not remove the bumper cover. I made several complaints to your office and was denied a second opinion. I even had to threaten to call the police to get our car from Hendrick Collision. Your Claims Service Manager, Daniel **, also committed fraud by claiming our vehicle as USAA's vehicle.

Then USAA wanted me to pay part of the towing and storage. I refused saying, "My policy called for towing and you did not have it towed." There should have been no storage; USAA should have had my car taken to a body shop. I refused to pay and my car's storage fee mounted daily to more than a thousand dollars. My car was sold to pay the storage. USAA is an unethical bunch of crooks run by retired generals. These generals are listed as executives and board members. My car's resale value was $7300. I'm not through with these crooks yet.

I am filing a complaint with the Florida Insurance Commission, which costs me $25, and I will eventually get an attorney, though that costs $200 per hour. USAA insures and caters to veterans and their relatives. I am an honorably discharged former U.S. Army infantry lieutenant having served active duty for 2 years from 1965-1967. I am retired and live on Social Security. I do not have the luxury of being able to instantly afford an attorney. That is why it is taking me so long to hire an attorney. Stay away from these crooks. They even lie in their TV advertisements.

It's not the first time in recent years, I've had awful customer service on the phone and I've often had to ask for supervisors - just to get bills sent to a new address or make corrections on policies. I also have concerns because I've heard that neighbors who had claims from wildfires said USAA was difficult in handling claims. Other insurance companies with local agents did a great job and come much more highly recommended. I'm in the process of getting quotes and moving on. I think they've gotten so big, they forgot their members who made them successful.

The insurance investigator Marsha ** put a halt on the complete repair on our vehicle to investigate a $200 claim. Our family has been without a vehicle for nearly a month. The rental car coverage is only good for 30 days. Our insurance adjuster claims he has no idea what is going on and that this could go on indefinitely. We have requested that the $200 claim simply be rejected so the truck could be fixed and we can have our transportation back. We have been told the investigator is still investigating, although we have no idea what in the world she could be investigating. I think it is her way of feeling powerful. Our family is screwed. My husband is a 30-year disabled veteran and we have been a customer of USAA for 30 years. We now realize this has been a mistake. USAA spends so much time and effort branding itself as a company that cares for veterans. This is just not true.

I was finally told they will tow my car in a couple of days to one of their repair shops. My response after reading what happens when they make you take your car to their shop was you can do that; however, I don't have to get my car fixed where you decide. I didn't wreck my car, your customer did. My car has never been in any major collision. My ABS light is on and my rear bumper is rubbing my tires - it is a danger to myself as well as any other occupants of the highway. I don't want you dragging your feet anymore. Fix my car, pay the expenses you owe, and stop lying and cheating consumers. Watch out if a USAA driver hits you. They don't care!

As my car was also damaged, I needed to get it repaired and USAA dragged their feet in this regard, requiring the repair to take much longer than it should have. Worst of all, when I finally went to retrieve my vehicle from the repair shop, I was told by the mechanic that I couldn't because "USAA won't release funds, they claim they don't know how you spell your name." Recently I was informed by a USAA rep (via voicemail left at my home during working hours) that the case went to arbitration and I lost, therefore I'm at fault. At no time did anyone at USAA alert me to this arbitration nor did any representative from USAA ever ask for additional information to try and bolster my case.

My fear is that they are still wrongly convinced that I opened my car door while I was driving on the street, not while parked. So I strongly, strongly suggest not using USAA for auto insurance. It's cheap, but as the saying goes - you get what you pay for. In fairness to USAA, I did encounter one, lone supervisor who was patient enough to listen to me when things were unraveling a few weeks after the accident. However, she faded away. The long and short of this is that I'm now in the process of removing all my funds from USAA accounts (savings, checking, investments) as well as canceling my auto insurance. And speaking of that, due to their negligence, I'm now looking at paying about $35 more per month to insure my car.

USAA has attained the vehicle and title (to my 2006 Dodge Durango sport utility) as of August 2010 and January 3, 2011 respectively. However, I am yet borrowing and/or renting transportation and sometimes paying for taxi rides to and from my and my children's appointed destinations on a daily basis. I am left with a damaged shoulder even after therapy and considerable pain. I am weary of talking to/ communicating with representatives from your company. I am a patient woman, but this is absolutely ridiculous and I am not expecting to wait any longer. The lingering problem remains.

I have documentation which I have faxed in as well as sent via regular mail to USAA reps as requested and yet I am in a bad situation waiting on you to decide to do the right thing. I believe your motto states, "Doing the right thing because it is the right thing to do." Nevertheless, this has not occurred. It seems I made the mistake of not hiring a lawyer to sue (your company) from the very beginning, but in good faith, I (regretfully) believed your company would do the right thing. What is your problem?

I am not happy with USAA at this time because the company's agents have been putting me through turmoil on top of the pain I am suffering. In conclusion, I am at this time asking for an immediate settlement for my suffering, injury, property loss, and damages. No more prolonging, please. I am expecting $25k total for vehicle total loss as well as personal damage.

I thank you once again in advance for resolving this case as I have found yet another vehicle which I do not want to get away as the last one did in April 2012. It sold within two weeks time. I have dealt with the Total Loss and Personal Injury reps. Please send me my money! You have no right to hold my check there and thereby making my life miserable and unduly hard. I have been paying to borrow a vehicle as well as renting vehicles, also receiving therapy! Now, I could get a lawyer and sue you if that's what you want. Either way, I will not wait another six months on you, not even 6 weeks. Again, I have been extremely cooperative and patient.

It felt like I was talking to a 5th grade girl who has never ridden in a car! They will allow only a $420 differential for the Type S - that seems criminal! I explained the different motor, huge HP difference, better suspension, different wheels, handling, bumpers, etc., and she didn't comprehend or care. I tried to verify prices of the few Type S that were actually on their comp sheet to see if they had a salvaged title or something, but the dealers didn't seem to know anything about the cars. Even though I had the VIN on the report, they said they didn't have record of those vehicles. So, they must have sold them, which makes me wonder if the Type S on the list were even real vehicles?!

You can bet I paid more over the last year for the Type S, probably way more than the $420 they're willing to add to the value of a plain TL! I just called them. I have 3 cars (2 jeeps and the TL-S) and I've been paying $200 a year more for insurance because the TL is a Type S and they suddenly don't want to recognize a difference when it comes to them reimbursing me for the loss?! Their comps also say I have no tilt-wheel, wood trim, tilt seats, security system, and many other things like moldings and trim, all of which I do have. So, they deducted for imaginary things they somehow thought my car came without, even though they're stock items! USAA also deducted a "baseline adjustment" of $630 from my car against all the comps for some odd reason. I have no clue why that further deduction would occur. Beware!

The body shop called the adjuster and was told USAA may only pay more if they were convinced it would cost more than $919. Can you imagine trying to replace a fender, letting alone on a Corvette, priming it and painting it for $919? USAA would argue with me when I called but I got nowhere. Good luck to anyone who has an accident involving a driver having USAA Insurance. I rate USAA below one star.

We chose to take our car to a Volkswagen licensed repair body shop since it was, as I said earlier, 4 days old! I am glad we turned to this body shop since the "estimate" given for the work at Gerber (USAA affiliate) was a cursory look while the car was still parked in the parking lot of their shop. The work was of course more extensive once fenders were removed, etc. Our chosen body shop followed protocol, and they were waiting to hear from USAA for over 2 days on our behalf before they were given a response from USAA that "additional review" would be necessary for the supplement in the estimate of repairs. I began to contact USAA at this point, on behalf of the body shop, to see what could be expected, since at this point, I was informed that I may be financially responsible for the rental car I was given through USAA. I spoke with 3 different employees at USAA and every time was told a different story and different lengths of time for his body shop estimate review.

USAA was clearly dragging their feet since I was not interested in having my car repaired at their selected body shop, where they clearly have prices set. I informed them that this was against state law, and the USAA employee's only response was to ask me why I "didn’t just file a claim against my own insurance then.” As I said, I should have been knowing what I know now. Liability was determined immediately in this accident, and it is insane to me that an insurance company would drag their feet like they have and be as uncooperative as they have with my chosen body shop, considering the costs to that body shop and my rental car will all need to be covered by their insured. No employee I spoke with at USAA seemed to care in the slightest that expediting all of this would save them money in the end and that telling me to get my repairs at their approved Gerber body shop was in any way the incorrect thing to say. I am just glad after all of this that USAA is not my insurance company because I would be embarrassed for the service I received with my claim. The car is still being repaired today, over 1 week in a body shop, sitting while I drive a rental car, all for 1-2 days of actual work that can finally start tomorrow. This is absolutely insane.

I contacted Jones Ford and explained this issue and, of course, they denied any fault. I then contacted USAA to have someone go back out to the location and conduct an additional survey of my damages. USAA and Jones Ford refused to repair this item that should have been repaired with the initial claim. I have a copy of the initial estimate and damages repaired and everything that was repaired was all cosmetic. They never even performed a diagnostic test to determine if there was any engine or electrical damages incurred.

I would like for Jones Ford to repair the damages that they were paid to repair. They initially told me that the car should have been totaled. And then they changed their mind and said they could fix it, but only cosmetics. I am not trying to get over, but I am a veteran and I served my country well. Many establishments have tried to take advantage of US veterans and these companies need to be held accountable for their actions. I am not asking for anything other than for them to repair the proper damages correctly.

The independent appraiser did not lift the hood to see what could possibly be under the hood. Once I got it home, I pried the hood up with a crowbar and asked for the appraiser to come and verify the engine. He was a nice guy and came by to add that information and took pictures. USAA now has that information and still refuses to adjust their estimate. They are still asking for receipts. This is not a receipt issue. This is a valuation issue for what the valuation was based on and what is actually in the truck. If someone can valuate something without seeing it, when you show them it's wrong, how do you get them to correct it? So frustrating. I will never use this company or recommend them to anyone.

I tried for over two months to get USAA to offer a true ACV. I was forced to demand the independent appraiser route with an independent umpire as laid out in Mass State Law. Most licensed appraisers have contractual ties to USAA by being on their approved list of repair shops. I found a very honest appraiser who was told by a USAA appraiser manager, "We have never had a problem with you," and insinuated he could be taken off the list. My appraiser felt threatened and was forced to withdraw. Eventually, I was forced to take the USAA offer because of economic conditions. Their technique was to stall, lie, bully and intimidate over roughly $500. My experience was just terrible. They made no attempt to be honest, but they do say it’s a lot. I found them to be disingenuous hucksters with profit as their only focus.

They are rude and refuse to offer any sort of reparations to assist me even though I have been a member in good standing for 41 years! Sad to say, even USAA has become "large corporate business" instead of a service institution. I have no use for them anymore and I am working through my congressman to get this fixed.

During that time, I said the same thing that I'm saying now. I was not married to Marcus **, I was not his spouse, we did not live together, I had my own house and he had his own house and I had my own insurance. I don't think it's fair that anyone can add another person to their insurance and call them their spouse, which was not the case. Now I can never get USAA Insurance to make Marcus listed as committing fraud and I will always be associated with that, which is very unfair. No one is listening to me. I want my name cleared from his account.

We could not find any insurance company that would give him insurance without an adult, being a legal guardian or parent. His biological father would not put his name on our son's title or insurance (I'm married to his mother). So for our son to drive his truck, she had to be on the title and insurance. We have three vehicles and our house thru USAA. Each vehicle has a policy and they are in my name because I am retired military. His truck only has liability and comprehension. USAA has a one-line clause in its policy that is very vague and can be interpreted anyway by whomever reads it saying, it is my property. The point is, it's our son's truck willed to him by his grandfather who passed away and the law says he cannot insure or title it in his name. We have tried to explain this to USAA. They just don't get it.

The clause is there so you can't sue yourself or try and scam on the insurance company. We feel since our van has full coverage, I backed into his truck (which is his and by law, he cannot have his own insurance or be titled in his name and his real father would not put his name on any of the paperwork, so his real mother which is my wife had to be on it), USAA should make an exception to this clause and pay to fix the truck. We have argued this with them till we cannot argue anymore. We cannot afford an attorney and USAA knows this. I have read their value and ethic and commitment statement and they are so willing to help their loyal customers in any situation and go above and beyond. I have not seen this happen or do we see it happening. It is a catch-22 deal and we are stuck. Yes, I am angry and very dissatisfied with USAA. Thank you for your time.

My husband has been with USAA since he was a teenager. He served his country and has been a faithful USAA customer, paying every month and spreading the word of the great customer service we have always enjoyed having USAA. Until now. USAA assigned us a case manager who seemed very nice until we recently found she did many things that made us pay out of pocket for medications, had us making all the phone calls, make appointments, etc. She failed to send out paperwork that would allow us to be paid once his disability ran out. We never even knew that was her responsibility. Later, I noticed that she left the form out of all the paperwork she gave us. We ended up letting her go and having to get a lawyer and a case manager through our lawyer.

We have paid for all but one medication out of pocket; they only let him leave for PT and doctor’s appointments and they will not provide transportation for him to go to church once a week. I have never been paid for attendant care and they have completely ignored all receipts I have faxed in twice. I was yelled at by my claims adjuster when I was trying to get a wheelchair ramp put in and they would not approve the claim. They approved it the night before he came home and it was put in 2 hours before he was to be discharged. They have paid one week of replacement services and that’s all.

The worst of all is our disability ran out. We used up all my husband’s vacation days and our savings has been cleaned out. We are now down to $24 and a flat tire. I have a 3-month-old and a 2-year-old. I don't have enough money to buy my prenatals since I am breastfeeding and my iron supplements. My cupboards are down and I will have to visit a soup kitchen to get food. I can't drive anywhere because I have no money to fix my tire. I am extremely disappointed in a company that we thought was the most honest company out there. Dealing with companies like this make you lose faith in humanity. They will let their customers starve before they would pay out what was rightfully theirs. I would not recommend USAA to anyone and will always let people know the pain we have endured due to their unethical practices.

Further, I kept my maiden name (ha-ha), which has further clouded the credit issue. USAA has refused to even discuss this further, period. These people are hiding behind the military smokescreen. They are not there to help you and could care less about your service to the country or value as a customer. Steer clear of them at all costs.

Unfortunately, you and I continue to allow this kind of fraud by voting politicians into office, who condone insurance fraud, ** they probably even profit from it. It isn't rocket science, so let me explain how they do it; the minute you file a claim for home damages (in my case due to severe weather/ice), the insurance company customer service person warns you by saying, well you know you have this big ($500) deductible, do you really want to do this? When you say of course, the damages are well over that amount, they will (reluctantly) send a person to your home to get an "estimate." This is just a smoke screen as the next step is that they call Stacie ** from the CO claims adjusters office to take on the claim and she will send an additional person (an engineer) to your house to find a reason for them not to pay you.

It is that plain and that simple. You pay for insurance (your entire life), without the insurance company sending an engineer to your house to make sure your porch or home (etc) should be covered, but when you try to file a claim so you can get your home repaired, they will send the engineer to your house to find a reason so they won't have to pay you. In my book of perceptions, this is what is known as a scam and/or fraud. They are saying they offer you (the military or prior military) a service of insurance to cover possible costs due to damage, and insurance is required (by law) if you get a loan to buy your home, but when you need them to follow through on their end of the deal, they will bail on you and laugh the whole time they are doing it.

Please, if you have USAA, don't think I am an exception to the rule. My daughters and her husband (retired LTC in the US Army) experienced the same thing and have since canceled them. They don't care if you cancel them either, because this is another scam. They have done their math, they know they can scam three people for every 1 person who drops them.

Please, do not listen to their BS and think that their lower monthly payments are a good thing, because when you need them the most (catastrophe etc), they will be there for only one reason and that is to ** you over. If you have been ripped off, you must write the insurance commissioner of the state and the governor so that they check each other out.

In the meantime, I was told that I don't have gap insurance, so of course I'm concerned about the crappy valuation on my car, which was only two months old. I expressed my concern that another car payment will be due in a couple of weeks. I don't have a car and my 30 days of rental car coverage is about to run out, but I'm still on the hook for car payments. On January 10th, a woman in Total Loss tried to pressure me to release the car so it can be hauled off to a junk yard, and they can cut a check for the value. I told her that I still need to get some things out of it, including the sticker so that I can prove what options and features it had. I went and got my personal items, the sticker and release the car. I faxed the information to USAA. My understanding is that they will pay based on their valuation and then they will adjust it later if the value is determined to be different.

On January 11th, I was told that actually I do have total loss coverage and not to worry because whatever payments I make after the date of loss will be reimbursed to me. "After the date of loss," I asked to confirm, "or after the date it is declared a loss?" "After the date of the loss, the date of the accident," the representative said. On January 17th, I got a letter dated January 10th saying, "Sorry, we could not agree on the car's value." I've just made another car payment (due on the 15th). I called to find out whether they got the information I faxed. They say they did get it, "It is now under review." They tell me that the payment has not been made and won't be made until I sign a Power of Attorney. I had been told that all I had to do was "release" it by telling the body shop that it was released, which I had done already.

Later they try to blame the delay on the POA, but actually I was not notified that the POA would hold up the process for payment. I had clearly been told that "as soon as I released the car, payment would be made." Furthermore, the POA was not requested of me in time to have that done and get it there before the next car payment at any rate. Again, I was told more than once that I would be reimbursed for payments made after the date of loss (by one person) or after the date it was declared a loss (by someone else). Now each department is claiming they never said that, it is not their fault and it's just too bad for me. I've had USAA for 20 years. Other claims went very smoothly in the past. Both this claim and a property claim, filed last summer, did not go smoothly at all.

I informed the adjuster during that call, that it may take me some time to get my car to Lotus of Atlanta, since the shop was 280 miles round trip from where I live, in Chattanooga, TN. It's actually common for owners of Lotus cars to have to travel some distance for oil changes, repairs, and such, due to many shops are not Lotus certified to work on these cars. I told the adjuster I would call and let them know, as soon as I got it to Atlanta. The dealer is open only Mondays-Fridays 8AM-5PM, and I work those days as well, and will have to get a day off of work, to be able to get my car down to Atlanta. On 10/7/11, I tried dropping my car off in Atlanta at the Lotus dealer, and I called to get my rental, and USAA would not approve a rental, because the representative said I did not get an estimate done at the facility they requested I go to, and until an estimate is done, and my car is in the shop for repairs, no rental would be approved through my rental insurance. The adjuster started questioning my claim, and all claims I ever had with USAA, and started throwing out dates and asking, what was this for, when it would be a claim for towing where I broke down one time 10 years ago, things that had nothing to do with my current situation, and needed a rental.

She kept asking me where I had it fixed before, and how do they know my car had no prior damage. She continued to tell me that before anything can be done on my car, that a special investigation had to be done on my past claims. I hung up, called, and got another adjuster, who was very nice, and explained they needed an estimate, before I could drop my car off. I asked why the car couldn't be left in Atlanta, at the shop here who's going to work on it in the first place, and let their adjuster come here. She said no. All this was due to the first USAA shop they sent me to, do not write an estimate, and the first representative kept yelling at me, that I did not follow the proper procedure, when I actually followed exactly what I was told to do. So, I had to drive all the way back 140 miles one way home to Chattanooga, to have an adjuster come out 2 days later, and write an estimate, just so I could drive another 280 miles round trip, to get a rental, and drop the car off, with another day off of work.

The USAA independent adjuster came out, looked at the car, and did not have my kind of car in his book, but did tell me the car would need a new front bumper. I know he knew nothing about my car, because the entire front end is one clam shell. Anyway, he uploaded the report to USAA with a total repair of $549.96, with a deductible of $1,000 collision and my cost, meaning the repair is at my cost. Here is another issue that is wrong. I have watched my claim go from a comprehensive claim, which does have a $1,000 to a collision claim, and that deductible is $300. This entire claim has been in error. As of this day, the claim is listed as collision claim, with me owing $1,000 deductible, when my collision deductible is $300, right off the USAA website.

My car finally gets dropped off for repair in Atlanta on Jan. 6th, 2012 ,at Lotus of Atlanta, who uses Performance Collision for repairs. My car went to Mike at Performance Collision on Jan. 9th, 2012, and on Jan. 12th, the repair shop sent in their supplement for repair to USAA for approval, and the total amount of repair was approximately $18,900-$19,000. This is what I expected for this kind of vehicle. The repair shop still had not heard anything, and on Jan. 23rd, USAA had a 3rd party appraiser, Gary ** go out to inspect my car. Another week went by with no contact from USAA or Gary, and I'm still using up rental days on my rental reimbursement waiting on USAA. On Feb. 3rd, USAA sends an inside appraiser Mark ** to look at my car, and on Feb. 6th, I still had nothing from USAA on what was going on. I called USAA on 2/6/12, and could of course not get the adjuster, who at this time is Lance **, and the representative had no information to give me other than the adjusters' appraisals were not back. I had a big issue with this, considering now all of my rental reimbursement of $1,500 has been used up, and I am paying out of pocket now, because USAA has provided poor quality service, and it's been 25 days since the repair shop sent their supplement to USAA, and no response on anything has been received, nor has a single adjuster contacted me from my numerous calls and messages. Any information I have received so far, has been through the repair shop.

On 2/8/12, I called USAA's inside adjuster Mark **, and left a message. I called USAA, and left a message for the claims adjuster requesting for an extension on my rental, but I did not receive a call back. The representative said that once the policy is maxed that no extensions are given. I explained that normally, it does not take more than 25 days for an insurance company to write an estimate, or approve or deny a supplement. Mark ** calls me back, to tell me my car is possibly a total loss, and that USAA will be contacting me. Mark has been the one and only person that have been of any assistance in finding out what is going on. I explained to him about the rental, and he knew there had been a significant time delay, and he apologized, but told me to call USAA, and tell them what's going on, and ask for a manager, and he would inform his manager of my extra rental cost, and see what could be done. I called USAA back and explained what has happened all over again to another adjuster, and they could speak to Mark ** to verify the delays in this claim, to get rental reimbursement help. On 2/10/12, I finally got a call from my first adjuster who informed me they will not be paying any extra rental. I took the rental car back on 2/12/12, and I now have no replacement vehicle, plus I'm out an additional $794.77 in rental, due to USAA's significant delays in my claim.

On 2/13/12, finally, after numerous phone calls over the past several weeks, I got a call from Wendy ** from the Total Loss Department, to tell me my car is a total loss, and they will cut a check for $26,000-$26,999 (unsure of exact price), and I told her that would not work for me, that my car is one of 3 known in the US for color and make for 2005, and something else would have to be worked out. She said my claim would have to go to their special adjuster team for review, and they needed my okay to release my car. I gave it. On 2/15, I received a call from USAA, again telling me I need to release my car to them. I explained I already did this, so the representative did a 3 way call with the repair shop, and the car was released. On 2/20/12, I receive another call from USAA, stating we have to discuss a problem about me not releasing the car, and to call Stephanie **. I called Stephanie, and of course I was routed to her voice mail. I got a representative that tells me the car is not released. I told her this is the third call, and the third time I have released this car, and the last time was through a 3-way call from the USAA adjuster.

She asked if she could 3 way the repair shop, and get my okay to release the car. So for the 3rd time and the 2nd 3-way call, the car was released again. On 2/23/12, I received a letter in the mail from USAA, Wendy **, stating that since I refused to release the car, all storage fees are my responsibility, and per our conversation on 2/17/12, and the letter is a written confirmation of our conversation. Refused? Are you kidding me? First, I did not talk to anyone from USAA on 2/17/12. So I called USAA again, and had to go through this process for the 4th time, but the representative did not 3 way, just called while I was on the phone. I made it very clear that I did not appreciate USAA's adjuster sending a letter, stating I had a conversation with her on 2/17 and refused to release my car to them, and her letter confirms our conversation, because I never spoke to a single person on 2/17/12, and the car had been released 3 times before that date, with 3 way calls made by USAA. That was flat out lying on my claim.

On 2/20/12, I called Mark **, the USAA field appraiser, and asked if he could help me find out what's going on with my claim, that no one will call me back from USAA. I left voice mails for Lance and Stephanie (2/15/12, 2/17/12, 2/20/12), and as of 2/23/12, I still have not received one phone call over my claim. I've received info on what storage fees I will be paying (as stated above), but nothing from any total loss adjuster, other than my very first conversation on 2/13/12, telling me the ACV, and it was being reviewed by a special team. Mark told me the special total loss team completed my car report on Tuesday, 2/14/12, and they were not offering a single dollar over what his CCC appraisal had stated. I explained to Mark that no one has let me know anything. I asked Wendy on 2/13, when first telling me the total loss amount, and I asked for the ACV report, and it was never sent to me. I asked the USAA representative again, just minutes ago for the report, and still never got it. I don't have it from USAA as of today. However, Mark was nice enough to scan one for me on 2-22-12.

On the ACV (actual cash value) report, there are many things wrong. Many options are marked off, that I do have. Things are easy to see like leather seats, dual mirrors, console storage, 4 wheel disc brakes, and more. The sales tax is stated 7.38% on the value report, but the sales tax in TN is 9.75%. The other problem is these comparables are 800-2,000 miles away from my home, places like Arizona and Connecticut. How can I inspect these for replacement vehicles? Actually, I called the places that were listed by USAA, and 2 of the 3 cars were not available for sale. This comparable report was also done for December 2011, when my total loss was 2/13/12. Why were comparables not used in the current surrounding markets, such as Atlanta, GA, that are closer to me. Also, the average cost of the 3 comparables used are much higher than what USAA offered me for my car. This is a big problem.

On 2/27/12, I called USAA, and asked to speak to the VP of claims. The representative told me I could not be transferred. I asked for an email or extension, and she said it could not be given out, that I would have to go through the adjuster, then the management. I explained that I have done this already several times, and still have not heard a word from any of them. She tried to get a manager on the phone, and was unsuccessful. I hung up the phone, and looked up the CEO's contact email information for USAA, and forwarded my complaint. The CCC actual cash value appraisal, with all the things wrong with it, and my comparables I found right close to where I live. I've heard nothing.

On 2/28/12, I called the Tennessee Department of Insurance, and was just forwarded back to USAA Claims, and given their number. I'm back where I started. I did get an email today from the office of the CEO, stating they will forward my information to the appropriate party. Who is that? Hopefully, not back to the Total Loss Department. It's impossible to speak to someone from claims at USAA. Yes you can hit 0 and speak to another adjuster, but they have to read the file, you have to update them on what's going on, and they still have to put you on hold, try to reach your adjuster, and nothing happens, because the adjuster is never available.

My claim was on 7/22/11, and my car was finally in the repair shop on 1/6/12. I have heard nothing from USAA, other than one call, to tell me my car was a total loss on 2/13/12. All the information I received to date was through the repair shop, or a few calls to the field appraiser. My total loss adjuster, Stephanie **, will not return calls. The management is impossible to get on the phone, even for the employees of USAA. I'm still making payments to the bank on my total loss car, paying full coverage insurance on a total loss car, and no replacement. Overall, they have given no help, nor communication.

After many attempts to reach Frank the adjuster, she finally spoke with someone else who said a check was mailed. Five more days of car rental until I received the check for a total 12 days. USAA will only pay for five days of rental although they dragged their feet confirming the accident with their member and were the reason she couldn't get the car sooner. We're stuck with $200 plus unreimbursed charges for car rental that they refuse to pay. Frank was rude and yelled at my daughter on the phone regarding the car rental. They also didn't want to pay the taxes on the five days of rental.

When I called USAA, just before my policy was about to end, they told me that I do not have to cancel my policy and to just basically let it run out. I then received a bill from USAA a few weeks later to pay for the policy. When I called them about this, they said that they will cancel the policy. Then about a month later, I received another bill from USAA saying that I owe them $83. When I called, they said that it was because I did not cancel my policy (when they told me that was not necessary in the first place).

The representative said that I did not have to pay the money if I did not want to use USAA again. I told him don't worry because I will never use USAA again. USAA is awful.

However, the other driver had USAA. While technically, my wife was at fault (she hit them in the rear), the police officer said they were also at fault to some level. They were stopped in the lane of travel on a busy highway to let geese cross. Two other drivers had to swerve to avoid them as well.

Well, Geico paid the claim as well as covered a rental car for the other driver (they did not have rental coverage). Also, they claimed that both of their cell phones were destroyed in the wreck and Geico gave them $100 each for replacement. USAA verbally agreed to close the claim.

Now, almost 9 months later, we received a letter directly from USAA (our Adjuster never received the letter) telling us that $1899 of the damages were not covered by our Insurance and that we must (they capitalized in the letter) submit a Certified check within 15 days or we will face civil action.

Well, we scanned the letter and emailed it to our Adjuster at Geico. She said that weeks after the accident, USAA agreed to settle the claim for our coverage. She then contacted USAA and they said that it was a form letter that is automatically sent to the Insured. I asked what would have happened if we had paid. She said that we would have never seen the money again.

Geico has handled themselves wonderfully. However, we feel as if we were shaken down for more money by USAA.

When I called USAA to request a distribution from his IRA -- he's well over 59 1/2 -- they insisted to know the reason. That's where I went wrong -- I told them he had legal issues. Before they would distribute his money, they insisted on my putting the reason in writing, even though I proved to them I had power of attorney. Once they had my letter, they told me they would not renew any of my insurance policies and were ending my relationship with USAA.

After 46 years, mind you! They told me if my husband died or I divorced him, I could reapply for membership. A few months later, toward the end of 2011, I got a call saying they were closing my savings accounts and my credit card, and denying me access to their website although I still have my IRA there. The "customer service" person who called couldn't tell me why the action was being taken, saying I would receive a letter of explanation.

When it arrived, I was livid. The savings accounts were closed because of "failure to meet contractual agreements" and the credit card was revoked "because of irregularities in the account". Both untrue! My bills have been paid in full each month for all those years and I have credit reports to prove that. I'm afraid those false reasons will adversely affect my credit rating. I couldn't be more disgusted with USAA. Now they've begun advertising on TV -- "we know what it means to serve". There was a time when they did -- no longer!

A couple of great passersby stopped, got out of their cars in the cold freezing rain to see if we were both ok. Police arrived. One ambulance arrived and my husband showed up 10 minutes later. The firemen asked if I was okay and at this point, the pain in my knees and neck was really setting in but they stated it’d be another 10 minutes before they got another ambulance but since my husband had just shown up, I could ride to the ER with him since it was like half a mile away.

We get there and pain is just shooting up and down my spine. As soon as the ER doctor hears, I’ve had a spinal fusion. 2 metal rods, 10 screws and 5 brackets were placed in my back previously. He immediately puts a collar on me. They do all the x-rays and ct scans and nothing is broken. He says with having scoliosis and having a slight curve at the base of my neck, the whiplash is going to probably take longer to heal than it would for someone with a perfectly straight spine. I was on pain pills and muscle relaxers 3 times a day for 2 whole weeks before the pain started to subside. The knees were not broken. I could walk but they were bruised for almost 2 months.

We notify USAA. The driver of the car was ticketed, no valid license and improper lane usage causing an accident. Still USAA charged us the $500 deductible even though she was ticketed. They gave us a rental and said they'd pay us for my car since it was totaled. They took possession of my car within a few days, told me I had to send the title to them before they would issue payment. It was paid off. I send them the title. We wait and hear nothing. We keep trying to call Gloria S., our claims contact through USAA, and kept getting her voicemail and she wouldn’t return calls. So they have my car, have the title and still haven't sent payment for it. I have to return the rental. My car was paid off. I was waiting for them to pay me off so I could purchase another car without having to obtain another loan. So now time is up on the rental and, of course, we could keep it longer if we paid for it. So my husband used his truck as a trade in so I could get a vehicle to get me back and forth to work. So he had no vehicle and had to ride with coworkers.

It was 23 days from the accident before they paid us. They stated they had to prove the other driver was at fault driver and they would reimburse the $500. I sent them the copy of the accident report, I even highlighted all the areas since apparently they don’t have anyone employed intelligent enough to comprehend reading a police report and they still have not paid us back. Also, they refuse to go after the owner of the vehicles insurance. The lady driving wasn't the owner, the owner let her drive his car knowing she wasn’t on his policy and his insurance First Chicago stated to USAA they were going to deny the claim stating their insured didn’t allow her to drive the vehicle therefore, they are not liable. What does USAA do? Nothing!

I was out of work for 3 days an additional day to find a **** car at the last minute because I had to return the rental. They stated 2 days after the accident it was a total loss and it took 21 days after that to receive payment. I still have not received compensation for time off work, pain and suffering and tons of undue stress from USAA, the owner’s insurance and the retarded driver who caused the accident. In this whole ordeal, we have faithfully had USAA many years as my husband is active duty air force.

It’s deducted monthly from our account. My car again was paid off. I didn’t even have to carry full coverage on it but I did because we are responsible and just in case something like this would happen and it did and there has been nothing but run around since then. Not once did USAA initiate any calls to us. We had to call over and over and email before we'd get a hold of Gloria S. and they also had the audacity to ask us when we first called to report the claim. “Well sir do you want us to go after the other driver or do you want to handle that on your own?”

We have been paying for full coverage insurance for? Isn’t that your **** job? I’m going to press this issue and not let it drop until I am satisfied USAA and my claims adjustor Gloria S. are held accountable for how they treat their clients. If anyone else has come across complete and udder disregard while filing a claim through USAA contact me at my email address. I plan to compile lots of complaints and go to anyone who will listen, attorney, news, etc. My husband has given the last 16 years to the military. He pays his dues and we pay our bills and get treated like ****. I know I woke up that day feeling great and ever since that afternoon, it has been nothing but stress and grief all at the hands of the company we pay to protect us!

This contractor put a piece of plywood over the window and is charging me $160 for $9 in materials and 15 minutes of labor. I never asked for this to be done but if the price was reasonable I would have no heartburn about paying. Second, looking at the quote received by this contractor, he wants $1,000 to replace the window. It just dumbfounds me that USAA does not try and help its members get a fair price and are not as upset as I am. Thanks to USAA, I'm spending $160 for a piece of plywood over my window instead of purchasing a replacement window which cost $160. I'm regretting I ever called you.

Check the laws for your state with the State Insurance Commissioner yourself. USAA is telling you falsehoods! They are difficult to reach and don't return calls. They have worst customer service if you even get any. Contact your state Attorney General and other Consumer Advocate groups to expose their unethical business practices.

Over a year after the accident, they have yet to have read my medical records. They want to settle for $5k. My ER bill alone was $10k. They have attempted and succeeded in modifying my medical records, an illegal practice with HIPPA. Furthermore, they have shared those changes with other insurance carriers. Without reading medical records, they have reported opposing views. The agent was not even familiar with the medical condition. Measuring 'idiopathic' changes is my favorite.

USAA auto insurance is very slow and very unprofessional in handling claims that especially if your not a member. My family has USAA because my dad is a retired military man but I would not recommend this insurance to anybody.

USAA paid for the car only from the 18th until the 23rd because repairs were completed on the 23rd. The way I see it, they are making our pretty nicely here seeing as though they could have been paying from the 9th until the 23rd and I was only asking to pay from the 18th-28th. I asked to speak to a supervisor and after 4 voicemails, I got a call back. After 25 minutes on the phone I was hung up on by the supervisor. I work in a call center environment and this behavior is unheard of. Do not deal with this company. If you are looking to get insurance with them, look elsewhere.

I called Caliber and walked in there and spoke with the GM. They keep finding something wrong with my car that USAA that USAA don't want to pay for because they think they paid enough. I pay $250 a month for full coverage for a reason, so things like this won't happen. For 3 months, I am without a car and still have to pay for a car payment and get treated like **. Not to mention, I did not get money for what I work for and not get a call back when I leave them a voice mail. I will close all my account with them and look elsewhere.

It took over 3 days to get the van towed and we were then told it was a total loss. I looked the value up in Kelly Blue Book and NADA. KBB is $5031 and NADA is $5425, with mileage taken into account. Someone named "Ray" called my wife and said we had a week to find a car and that they would not pay for the car rental after one week. It took them 5 days to determine it was totaled, 3 of which the vehicle was sitting at my daughters job site.

The "appraiser" Gregg ** of CCC ONE listed the vehicle at $3555, which is way off the mark. I told USAA we were not going to settle for that amount: it wasn't our fault and we can not possibly get another vehicle for that amount. I tried for 2 hours from Afghanistan to reach the numbers listed but only got their voice mail. The Evaluation Report provided by Mr. Gregg ** showed 3 other vehicles, none of which had near the options as ours, with values listed at more than $5000 "adjusted" to just over $3000. One was listed at $7995 and was "adjusted" to $3824. Like that explained everything!? It also listed several others (all 2001 Chrysler T&C) with the very same scenario. Listed at $6500 but "adjusted" to $3,651. Listed at $6,000 and "adjusted" to $3310. Listed at $6500 and "adjusted" to $3651.

My vehicles (six in total) have the oil changed every 3,00 miles, tires rotated every 5,000 miles and the plugs and plug wires are changed annually. The coolant is flushed annually as well. Our vehicles are maintained very well--my family rides in them! When I finally was able to speak to someone at USAA, I was given to Cindy, who sounded like Rainman’s parrot, "Yeah...Cash value...Cash value ...Yeah ...that’s the cash value of your car…yeah!" She also said that USAA does not go by KBB or NADA but uses independent adjustors. I told her there was no way we were going to settle for this amount! I then received an e-mail stating that USAA had sent me a message. When I went to their web site and opened it, I found out that the USAA person handling the case, John **, had downgraded it even further! Not one person has asked if my daughter is okay! I find their attitude and action reprehensible and when I get this resolved to my satisfaction I will be cancelling both my home and auto policies!

Our daughter still has a sore neck. I have contacted attorneys in two states as the more I look into this the more deceit and dishonesty going on. I am waiting on replies. Why is my own insurance company trying to cut my throat for an accident that wasn't our fault? I would hate to think what hell we would be going thru if our daughter had been severely injured? Any information or advice is greatly appreciated.

I told the woman that I didn't want to do that because as a commuting college student that is very time consuming and that I just want the car to stay and get fixed at that shop since it’s already there. She said that if I don't release the car to them it will be a "total loss" because of storage fees. So I called the shop and asked them about the storage fees and they said there are none because the car is repairable. I called back USAA and told them this and this woman was persistent that if I don't release the vehicle, then it’s a total loss. After a few minutes arguing I finally drove out to the shop to check out what exactly was going on. The shop got USAA on the line and once again the spokesperson was insisting I get the vehicle towed to their "inspection station" to avoid storage fees. The body shop owner was explaining that there are no fees since my car is in fact repairable.

So finally USAA gets all huffy and tells the shop they'll send someone in that day. Two weeks go by and still no one has bothered to go in to appraise the car. Finally, I get this guy by the name of Jay ** to look at the car and he deems it a total loss. At this point, I extended using the rental, which I got hit in my pockets, because someone incorrectly explained to Enterprise the way the rental car portion of insurance works. So Jay looks at my car and tells me it’s a total loss because there is "too much damage".

The company, even before going to look at the car, already insinuated my car is a total loss and the body shop owner was even appalled that the company was already totaling it out before even looking at it. Everybody at the shop said its fine, the car is drivable and there is no engine damage. The appraiser told me that the fans are pressed in and the radiator is up against the engine, but lo-and-behold I opened the hood and nothing is touching anything. The AC works fine, the car is not making any funny noises or overheating.

On top of that, he decided to take into account things that weren't even remotely related to the accident. I just installed TRD struts and spring and he told me I need a wheel alignment—which I do, but any knowledgeable mechanic would tell you after replacing the suspension is what needs to be done plus the little latch on the trunk of my TC. So after doing all the leg work and making all the calls, and being put off for weeks, my car is totaled for essentially about 2500 in damage—yes, I already got an estimate from a shop and all my parts OEM.

Now, this hood is a $1000.00 hood before freight shipping. When I put the hood on the car, I knew that if anything ever happened to it, USAA wouldn't pay for it unless it were specified in the policy. So I told them about the hood and every aftermarket part on the vehicle, which is pretty much the entire power and drive terrain. This particular vehicle was listed and insured as a recreational vehicle and not driven everyday. We loaded up the vehicle after pulling the bumper out from under it, and just went on with my trip. I stopped in Tennessee at my father's house, and unloaded the car there. I then notified USAA of the damage and told them what happened. They said no problem, not a big deal. I went ahead and moved my stuff to Texas back to my home of record, and a week later I came back up to Tn.

USAA told me that they only had one shop in the area, but I could take it anywhere. But they still wanted to send out a rep from an appraisal company to over look the car. About 3 days later the rep shows up, looks at the car which was on jack stands at the time because I had to reinstall the drive shaft. He spent about 5 minutes in total over looking the car, snapped some photos and was off. I paid to have the car towed to 7 different shops in Jackson Tn, and everyone of them were scared to mess with the hand woven carbon fiber hood. They preferred to replace it. I had no issues with this, but every shop really didn't want the liability of the job. So after about 2 weeks of looking, I found someone who was willing to do the work in his home shop. He is a certified body man, and comes very highly recommended.

He said no problem, and he would do it at half the cost of labor. USAA said it was a 4-day job, but as my body guy started the repairs, we both started getting the runaround for the hood. In the initial assessment written by their rep, it said on the very first page that the hood was after market and would need to be replaced. USAA did not pay me for the hood upfront. They said to try and have it repaired, mind you, they knew what every repair shop recommended, even theirs said the same thing about the hood. I have been in a rental car that USAA set me up with this entire time.

It is Dec. 10, 2011, my hood was finally paid for the next day, and it's going to take another 7-10 days freight delivery after I order it. Only they don't make that hood anymore, so now I have to figure something else out now. They informed me that I need to return my rental and that I owe on the car since my limit ran out on Nov. 26, 2011. A manager named Audrea from USAA told me to go get my car, and drive it with the damaged hood until the new one comes in. I asked her if she were out of her mind, and at this point I really hoped they were recording the phone call because that was the most insane thing I've ever heard of. I was not going to pick up my car until the new hood was delivered and installed. I got a call from Enterprise this morning and they informed me of my bill at this point.

I am a combat veteran from the Army and have been treated like the biggest pile of hot garbage by this company whose whole purpose is to support the military and their family. None of the formal complaints that I filed have gone anywhere, my car still is not fixed, and I got stuck with a $400.00 plus rental car bill at this point. This is all because they refused to pay for the hood from the beginning. I will not pick up my car until it is completely repaired, because if I do so, that eliminates USAA of any further responsibility. If this is how USAA treats a veteran, service member, or anyone else, I will never recommend them to anyone else. I am also canceling all insurance from them and both bank accounts. Stay away from this company at all cost!

I called them to try and get this matter resolved, and they refuse to fix my situation. This has been going on for months. I was almost arrested twice, and today my tags were taken. I am considering suing USAA because this is ridiculous. I don't recommend them to anyone.

She said, she would next-day some paperwork and we planned for this to be here Monday, 11-28-11, since the holiday. Well, the paperwork is not here and now they are asking for the rental to be turned in Friday 12-2-11. They just told us on the phone that they are sending the paperwork now, since they could not find a tracking number for the one sent last week. What all this means is, we can't buy a new car until we are paid for the wrecked one, and we can't get the money until the paperwork is turned in, and the paperwork can't be signed until they send it.

Our own insurance representative said that they were not very forthcoming. Eventually, one agent told me that they were waiting for the police report. We had faxed it 7 days earlier! After another 4 days, we got a call that they would not pay because they feel we were also at fault!

It's November 15 and we still have not received compensation for damage to our car. USAA , won't call you back, will not give you an honest answer and don't pay for damages caused by their insured. Pray you never get involved in an accident with anyone who has USAA for auto insurance. It was a nightmare!

I received an email from them, but not a phone call, telling me to go ahead and register online. When I tried to do so, it told me that I couldn't enter my spouse and to call customer service. This was a month after the original time I called. When I called, I was told that my spouse was still listed as deceased once again and that they couldn't fix it this day, and for me to call them back during the week to try to get this resolved. What terrible customer service and data entry. I could only imagine the mistakes they make in entering people's policy information and how much extra money people are paying because of such errors.

Police were called and reports filed, there was even a witness that came forward and volunteered her contact information.

I reported to my insurance company on September 22nd and was advised to deal directly with USAA so as not to lose my Safe Driver discount. I reported it to USAA on September 23rd and was given a claim number. They also told me their insured had not reported it yet and they would call as soon as he did. I waited a week and with no call back before I called again. I got a different person (who had to review the file wasting 15 minutes of my time) who then told me that their insured has still not contacted them. This went on (with me calling at varying intervals) until the end of October when for the fifth time they told me that their insured still had not contacted them. At this time I contacted my attorney and made an appoint to turn the problem over to them.

While waiting for the police to arrive, I had learned that the young man driving was in the US military stationed at a base in the northern part of the state. I sent a letter to the Base Commander on Friday October 28th asking for help locating this young man. I received a call on Tuesday, November 1st, at 0815 hours from the base top NCOs adjunct who promised to take care of the problem rapidly. At 1145 hours, I received a call from the young man’s section NCO who provided me some insight on what was going on. The young man had filed a report with USAA on the 23rd and the NCO had a copy of it in his hands. USAA had requested more information which the young man had provided on October 5th (which included pictures of both vehicles) and again the NCO had a copy of the report the young man filed signed by a USAA representative.

I immediately called USAA and explained what I found out (this was still another representative who had to review the file while I was on hold for 20 minutes this time) and when she came back on the line, she said that their insured still had not contacted them. I asked to speak to a manager and got the run-around. I demanded to speak with a manager and was told to please hold while I connect you. After 15 minutes on hold, she came back on the line telling me that all of our managers are busy right now and would you like someone’s voicemail? I did and left a message which was returned around 1400 hours that afternoon. I explained what was going on and was put on hold while the manager reviewed the file (this was getting old). When he came back on the line, he again told me that still he had not contacted them.

I explained what I had found out and he tried to deny it claiming that the NCO was lying to protect his man. I told him at this point I had an appointment with my attorney on Friday and would be in touch. He asked me to hold on a minute while he looked at something. He came back ad finally admitted that their insured had filed a report with them and added information as described, but they needed a verbal statement which they had not received. How many of you answer 1-899 numbers on your cell phone?

I am going to cut this short and say that there were many more problems and my car is still not repaired as of November 9th although USAA ha assumed liability for it. They like to play on words and are deceptive and drag everything out as long as possible. What has happened to honesty with American companies?

We had stopped a good 3-5 seconds before being hit, and driven forward several feet. USAA says that their insured says it was my fault so they refuse to deal with me. Their adjuster called me minutes before arriving without notice, while I was in a business meeting. The adjuster refused to reschedule the visit, and would not give any more notice than a half hour.

I made a personal visit to their offices in Virginia Beach, and they refused to talk to me. They did however refer me to one of their "Drive in Appraisal" shops. The police estimated my damage at $1,200.I estimated it at $1.500 and their shop arrogant as could be said it was only $452 in damage. A visit to two other body shops (one being another of USAA's drive in shops) said it was in excess of $1,500 and there was possible frame damage. This company should be investigated by the State Banking Commissioner for fraud, and incompetence. I rate them with a 1.

Three days later, the appraiser came out and then I went to call USAA back. At that point, I had to leave message after message with no call backs from them. Finally, I received a voice mail from the lady who took my call on the first day stating that they have not made in contact with the insured (Apparently, the driver lied and hadn't contacted her insurance company) and I don't even know how many times they even try. I was informed that they would be sending out legal letters to her if they could not make contact by phone. And if they did not contact her through letters, she would be uninsurable and be dropped from their company. By then, my claim "might be denied," which also means "will be denied."

How are people getting away with this? There really should be a police officer coming out to every accident (in Dallas, Texas, they won't unless you are clinging to life after a car wreck) but things need to change. This is ridiculous and I take her inability to call her insurance company as a sign of guilt. They kept telling me to file through my insurance and my insurance tells me to wait on them. And if I file through them, my rates will go up and I have to pay my deductible.

Insurance, flat out, is a scam but USAA seems to be the worst since dealing with their insured's accident of rear ending me. Now, when I talk to them, I get rude responses and attitude. What a horrible company. Nevertheless, I am still waiting to see what plays out as it has only been three weeks. I even filed a drivers crash report with the Texas Department of Transportation. We shall see what happens.

I was rear ended by a person driving a vehicle that they had borrowed from a friend, who was insured by USAA on September 17th, 2011. I called USAA and filed a claim on September 19th, 2011. They suggested that I get the vehicle damage appraised at one of their preferred shops. I took the vehicle to the shop and the person at the shop doing the estimates refused to give an estimate; because the vehicle needed to be taken apart in order to get an accurate estimate. So I took the vehicle back and notified USAA that the vehicle needs to be disassembled to get an accurate estimate.

Then, USAA gave me an annoying runaround about how a preliminary estimate would be fine. I got into a small debate with the Claims Rep as to why I had to use aftermarket parts cheaper than OEM, but I eventually gave up. They also assumed liability and put in a work order that would permit their preferred body shop to work on the vehicle; after I took the vehicle back a second time and got a preliminary estimate that equated out to about $1500 on October 7th, 2011. The shop had approval to work on the vehicle and I was already being hounded by Enterprise Rent A Car, as they too had approval from USAA to rent me a car on USAA's behalf.

The body shop rep told me to not drive the vehicle and get into a rental car on that day, but I insisted to follow the guidelines of USAA and wait to bring the vehicle in on Monday, October 10th, 2011. I eventually got the vehicle into the shop on Monday and I was in a rental car, with nothing more than a $50 deductible. All was well. Tuesday, October 11, 2011, I got a phone call from Enterprise telling me that I need to put more money down on the vehicle in order to keep it because USAA had suddenly reneged on their commitment to paying for the rental car and I had to pay $20 everyday for a rental.

I called back USAA extremely aggravated by their 180. Their reply was that someone had goofed up in the claims department and approved the work on my car too soon. They still had to get confirmation from the owner of the vehicle whether or not he allowed his friend to drive his car. But for whatever reason, they thought it fit to throw me under the bus for their own **. I got into a debate with them about how they could possibly pull a reversal on such a huge commitment, especially since they should have notified me "before" I put the car in the shop and had it dismantled. By this point, the damage estimate on the vehicle was just under $4,000 damage. Another debate to no avail.

The next day, October 12th, 2011, I got a call from their preferred body shop saying that USAA called and told them to halt all work on the vehicle. They had just fully disassembled it by this point. So I called them back wondering what is the big hold up? They replied that despite their initial goof up, they still have to wait for confirmation from their client; who by the way just happened to be deployed in the military. That made me absolutely vexed. That soldier could be gone for months, heaven forbid he actually dies. After that debate, about 1 hour later, I got a call from the Enterprise rep telling me that I have to cover the full expense of the rental. He was asking for $250 plus $48 for renting the vehicle on the 10th and 11th.

They informed me that if I had any additional questions about my new premium, their team of member service representatives can review the policy and discuss options with me in ways I could save money. They can be reached at 1-800-531-USAA (8722) for further assistance.

That was 2 weeks ago, and my vehicle is still on my curb. I hired an attorney, but nothing has been done. The other guy is claiming that it's my fault, and I guess that USAA believed him over the police report and witnesses. They refused to talk to me which is the reason I hired an attorney in the first place.

I just want people to know that this insurance company is the most pathetic and unresponsive, and it has the rudest robots as employees. And there's no customer service! People, beware dealing with these people. They don't want to pay claims that are clearly their place to pay, and they cause people who aren't at fault undue stress and hardships. And they do not care! Geico, my insurance company, has been the most courteous and the best!

When the USAA claims adjuster issued an estimate for my vehicle repairs, they estimated 7 days. The repairs were not done until 11 days. The repairs started on the same day I dropped off the car, Thursday. The first few times I called USAA regarding this issue, they said that if the body shop submitted some paperwork requesting a supplement, the extra days should be covered and my problem should be resolved. I called the body shop and they complied with my request to file for a supplement. According to my insurance company (Shelter), the body shop was paid for the extra days, but Enterprise was not. I paid the balance, $125.54 because Enterprise was going to report it to the credit bureaus and I'm currently in the market for a house. I cannot afford any blemishes on my credit.

I had an extremely difficult time in getting any answers to my questions. I often had to have a representative "put a note on the account" for a manager to call me the next day and very rarely would I actually receive a call.

9-30-11: I spoke with a manager by the name of Debbie **. She finally told me that the reason USAA would not cover the days was because I dropped off my vehicle at the body shop and picked up the rental car at Enterprise on a Thursday and according to their documentation, I was made aware of the "No Thursday drop-off" policy.

My sentiment about the whole situation is this: My car was damaged through no fault of my own. I made a claim against the other party's insurance and the repairs took longer than expected, also through no fault of my own. I feel that USAA should not even arrange for a Thursday pickup of a rental car if they have a policy against paying for it. The body shop was compensated for the extra days it took to repair my car, but not Enterprise. I feel that USAA should cover the $125.54 that I paid out of pocket.

I filed a complaint with the NC Department of Insurance and USAA then stated that my sister contributed to the accident, even though there was no evidence of that indicated by the law enforcement officer. It appears that USAA is in the bad habit of denying parking lot accidents just to see what they can get away with. I picked up the paperwork today to file a small claims process against the driver and owner of the other vehicle - minor damage of around $600.00. Shame on USAA.

I was told by a friend in the insurance business that they most likely saw a kid that they hadn't made any money on in an accident and sent the appraisal to CCC for a low ball appraisal to minimize the loss. CCC is infamous in the industry and is being sued all over the country for fraudulent appraisals and being investigated under RICO, etc. I never thought that insurance was an honorable industry, but I had thought that USAA was different. USAA hasn't worked with me at all, has ignored my letters, and the reply I did get was two sentences in response to a three-page letter.

Can you believe that USAA pretends to be honorable and "serve those who served?" This is as poorly as I have ever been treated by any company, let alone a company that I was previously proud to be a member of. I am shopping for a new insurance company. Although USAA told me on the phone that I have no alternatives or way of appealing this, I won't let this die. I am going to state insurance boards, Better Business Bureau, blogs, my congressman, the state and federal attorney general, etc. If nothing else, USAA is going to spend the money they thought they saved answering all these complaints. I encourage anyone else being strong armed by USAA to do the same. It's too bad--they had a good thing going.

In my opinion, this is a form of red lining. I did three things. As Donald Trump would say, "USAA you're fired!". I contacted Farm Bureau Insurance and immediately placed my home owner's and three vehicles with that company. The third thing I did was file a formal complaint with the Texas Department of Insurance.

I spoke last week to the officer who wrote the police report and who spoke to the other party involved. He told me that the guy seems to be honest and was not disputing the fact that he was at fault. The officer also agreed to call the claim adjustor, and tell him that the guy admitted the accident was his fault. I believe USAA is taking advantage of the fact that my mother is old and sick. The claim is not a large claim. And even the officer said he didn't understand why they are not paying the claim. After all, it is under $1000.00. I would appreciate any advice on how to help my mother get her vehicle repairs paid for by USAA. How is it that they can do this to people and get away with it?

With the traffic directions where accident occurred, if I were entering traffic, the point of impact would have been my driver's side and the passenger's side of other driver. USAA refused claim. When I realized through various conversations, USAA may have misrepresented the other driver's statement in order to confuse the matter, I told them and file small claim. USAA hired a lawyer for them and the driver. I filed motion to disqualify counsel for the driver because of inherent conflict of interest between the insured and USAA.

USAA hired a second lawyer and assigned the first lawyer to work for the insured. And they have been dragging the case on litigation for about six months with all kind of motions. The insured has become just a proxy who return all letters and doesn't even show to court.

It is obvious that USAA made a bad-faith determination, but more importantly, they most likely also lied and misrepresented the facts they had obtained in order to deny a claim. They have refused to share the documents such as a compulsory crash report by the state of Massachusetts, the statement they taped from the other driver, which I believe they misrepresent; and they started changing the location become confusing. However, they had made official statements to the arbitrator in order to win. The statements on file are conflicted with current statements.

It happened on Thursday and they didn't do anything until I called USAA and talked to Jimmy **. Still when I called him, he gave me the runaround. He lied and said, "Oh, I will send someone to look at the car" but he never did. My daughter was rushed to the hospital. Her head hit the windshield of our car, her nose bled badly everywhere, the airbag popped and powder from the airbag got into her eye. Ambulance came and took us. She had bruises on her leg, arm, and my neck had pain as well as my right shoulder. I have a picture of what my 15 years old daughter's eye looked like. She could not see that day and have problem when breathing.

So now, he denied our claim and tried to say I don't have enough evidence to prove that me and my daughter drove through the green light. There is a witness in my favor and she saw me going through the green light. I know this is hard to believe, but it's true. I feel like something needs to be done. I'm not letting him, Jimmy **, do my family like this. If that lady paid any attention to were she was turning, we would not get hit. Now, we're left without a car and I'm not giving up. I want justice for my rights, I feel very stress and this has caused family problems.

I didn't know it was this bad reputation of a company. No wonder why they don't want to pay, but they will pay and as God as my witness, I would not lie about me driving through a green light in the middle of the intersection. I just had a bad feeling when I was told about her insurance because of the name USAA. I have never really heard of this insurance till now. Five kids and no car, where are the good lawyers at? I need one to help me fight this USAA. They can't do this to people out here who are struggling. While he has a nice car and having a good life, some people out here are left with nothing. What is needed to be done to file a Class A lawsuit to USAA? This cannot go on. I feel everyone's pain because of what, me and my family, is going though at this time.

When I called USAA, she had already reported the accident. I gave them the facts and then after a number of call, and always to a different individual, I was told that my claim had been denied. The claim was for just under $1,200.00 however, this company is only interested in collecting premiums and not paying valid claims.

I have been driving for sixty-one years and have never been involved in a major accident. My wife and I have had a few 'bumps' and never had a problem with the insurance company paying for our damage or the other parties. Our carriers have been GEICO, Farm Bureau and Progressive. If you desire a trip to 'hell', buy a policy from USAA. Please file this report with the others trying to warn individuals against USAA.

I spoke with my Insurance Carrier, GEICO, and the agent placed a conference call to USAA. The USAA agent said it was a holiday weekend and as I was out of town, that as soon as I returned home to please call them and they would take care of everything.

When I returned home, I called USAA immediately and told them I would take my Jeep locally to get estimates. I was strongly urged to accept one of their options--either let their estimator appraise my Jeep or their preferred option was to have me deliver the Jeep to their certified service center about 45 minutes from where I lived.

Accepting their strong arm techniques, I delivered the Jeep to the auto repair place and USAA had arranged for a rental car to be available for me to pick up and use while my Jeep was being repaired.

USAA did send me a letter acknowledging they would be responsible for damages.

Two weeks later, I received a voicemail from USAA telling me they decided my Jeep could not be repaired and they were considering sending me a check for approximately $1,622 and that I should relinquish the title to my Jeep. They also needed information regarding any liens that might exist against the Jeep. They also informed me that because they had decided to not repair my Jeep, the rental car must be returned immediately.

In the intervening two weeks, I never received a phone call nor was provided with the estimate on what repairs were necessary or recommended.

I called them back and told them their assessment was completely unacceptable. The Jeep was barely damaged, had everything new under the hood with full warranties, and had an appraised value based on the new manufacturer warranties of over $6,000.

The next day, I went and got my Jeep and returned the rental car to the repair center where it was picked up. The auto repair center gave me a copy of the estimate, which was seriously over estimated as to the work necessary. They also indicated they had told USAA the Jeep was in excellent condition and well worth the investment to repair at $1,506.

I took my Jeep to a local body shop and received an estimate of $599. The estimate included approximately $400 for a new tow hitch, which was to replace the hitch destroyed in the accident.

In doing this, the truck created his own lane and in the video it is showing him trying to hurry and bypass another car that was in the center of the single lane road and he reamed right into my insured driver's car. Well USAA general is stating that my covered driver made an unsafe lane change bypassing the truck and cut the truck off while turning into a business to park. I'm sorry, but how is that possible when my covered driver was already in that single lane at least 3 cars ahead of the truck and pulling into a spot to park. In reviewing the video it shows the truck stalling to go through light. 3 vehicles went through green light exiting freeway all turning onto that one lane road.

Insurance board form was submitted. USAA general was notified of this on 5/13/2011. I contacted my insurance company and was told on 5/12/2011 that USAA General would have to send me a letter stating that the car was a total loss; because I requested to have the vehicle removed from my policy because it was a total loss. Why would I have to pay insurance on a car that is wrecked and has been in storage a body shop since 4/20/2011. Chris ***** from USAA General was told about this on 5/13/2011 and he stated that they don't submit those types of letters. I spoke with my insurance carrier on 5/16/2011 - Adjuster with Farmers is KC *** and he stated that he would call USAA General.

Since USAA went out and took photos and claimed that the car hit was a total loss that they would be responsible for the letter. USAA General will not pay Andrew **** for bodily claim, storage fees, and car rental claim. Andrew was admitted to the emergency room through Kaiser and x-rays were taken. My covered driver Andrew ** will be forced to quit school and work. He can't afford the car rental that he has had since 4/21/2011. He is currently paid up until 5/20/2011. I have been helping him financially, which I can no longer do.

The 3rd vehicle was a travel trailer. I went & got an estimate. They copied my estimate $2799 & reduced it by $1,000. & offered me $1,000. Not enough to fix it or replace it. I have called at least 25 times. The total damage amounted to $2,799 for the repair, which remains unpaid, & $59, which is the alignment bill.

The result of this ** action were damage to the roof, which is now leaking; 26 feet of wall was hit so hard that the bottom plate cracked into 3 pieces; top plate busted in two and the roof truss cracked. The remaining wall and fence of about 60 feet were damaged as well as the parking lot from all the tow trucks and firetrucks and EMT's that showed up.

So they sent a ** out to estimate the damage and he bids the job with an 8 ft ceiling when in fact my ceiling is 10ft. So right off the bat there is a 20% difference in bids before we even talked about the stuff they forgot to put in the bid like taking care of the parking lot, inspections, dump fees, engineers stamp on repair of truss and bottom and top plates.

We have been going back and forth over this matter in the last 2 years. All they have to do is measure my ceiling again, admit they goofed and add 20% to the bid plus the other stuff they keep forgetting about (like the damage to the parking lot and the fees for permits to do job).

In all my life I have never had to deal with a lower form of life than these at USAA. I mean really now, should I have to waste time in court over this? The fact remains that my ceiling is 10 feet, how ** can one be to bid it for only 8 feet? Blaise **, Jennifer ** and J Adam ** are the main ones in this nightmare. I ask out loud to anyone who can tell me how can they do things like this? Do they think that if they say 8, my place will just shrink in the middle of the night from 10 feet to 8 feet so they don`t have to confess that they made a mistake? And to make it simple for everyone, we posted pictures of everything at **. There they can see very clearly that our shop has a 10 foot ceiling. Avoid USAA like you would a 20 dollar **.

Let's see how has this affected us? Well for 2 years now the building has leaked every time it rains, countless man hours have been spent mopping up the mess and detailing bikes. The place looks like a flop house all boarded up on damaged side, which is the front side, parking lot is a mud hole from wreck, tow truck, EMT and firetrucks are everywhere, no curb appeal. Also, due to leaks and drafts, nothing can be put on consignment for fear that it does not move and the next rain may just damage them.

So I have been denied the ability to grow and expand due to the condition of the building that they refuse to pay to have fixed. I can't really put a number on that nor all the stress I have had to deal with between keeping doors open in a place that looks like a crack shack because of what someone else did and now what someone else won't do. It's very frustrating when you think about it. All I have ever asked from day one was to put me back where I was 5 seconds before this happened and they just can't do that. I can't even get them to admit the building has a 10 foot ceiling and that is a cold hard fact!

Because there was no personal injury but only property damage, no one really cares because this is a matter of what is right and wrong and not about money. If you came into my shop for repairs and I say it will be 450 bucks to fix and you say I give you 375, guess who is pushing their bike down the road not fixed. Lic Builder said it would cost this much to go away, so make it go away. How much have we lost due to this? It is really hard to tell but I do know my life would be a lot better off if this did not happen. Besides that all I have ever asked is that they just give me what is needed to fix everything and fix it right. I can't give a firm number on all my losses due to this but I can put a number on the repairs to fix it all back to what it was before Jan. 20, 2009.

They have lack of support and assistance for loyal clients. I have been a good customer with USAA. I would like to maintain it, but they are causing me financial hardship. They put this accident on my record and this is resulting on financial hardship. This is not fair and this should be deleted from my record. Can you please assist me?

I was told I had a $500 comprehensive and a $250.00 collision, but that could be easily fix and I already knew that by changing my coverage’s would it would not apply to the accidents that had just occurred "My Mistake". USAA wanted to investigate the information and make it right if they made the mistake. USAA done their investigation and for the first time in my life I felt interrogated for using something I pay for each month to protect me. I have had 3 separate investigations and the conclusion was that USAA only did a partial payment and closed out my account.

The emergency room physician acknowledged the presence of the injuries, but in agreement with my wife and I, decided that we would take a "wait and see" approach on the significance of the injury prior to running up medical bills by getting CT scans, etc., at the time. After a few days, I was feeling better about the healing process of my neck and decided to stop any medical claim beyond the initial emergency room visit. I wasn't trying to capitalize on a minor injury. I didn't want to be stressed out over this. I just wanted the accident behind me, which is both reasonable and honest.

When the rep from USAA phoned me wanting to resolve the problem, I told them that all I wanted was for the initial emergency room visit to be paid for and that would satisfy my medical claim. The rep from USAA insisted on sending me $150 for pain and suffering, which I assumed to mean that something had to be paid to me for them to be off the hook by law. After consulting with my insurance company, they stated that they had no problem with that. So I cashed the check, and five months later, USAA has failed to be reimbursed for what they paid out. The balance of the hospital bill hasn't been paid and I am considered liable for the delinquent bill.

As for damages to my car, rather than go out and seek multiple estimates for the damages to make sure that I was being dealt with fairly, I agreed to accept the estimate presented by their appraiser; and in exchange for quick payment, I agreed to let them off the hook on the rental car expenses. So they took care of this portion of the claim.

My wife, on the other hand, had some knots form on her upper spine and neck and this required some physical therapy. After a couple of months, she was released from therapy care and we took a trip to visit family. The ride resulted in the problem in her neck returning, requiring (I'm thinking) a couple more visits to the physical therapist. Whereas my wife has other medical problems, this injury just added to her previous limitations. For a while, I wouldn't even sleep in bed with her because I was afraid of accidentally rolling on her in my sleep and adding to the pain she was experiencing.

And now, five months after the accident, and two months after USAA insurance had received the medical assessments and medical bill totals, the bills haven't been paid. They've made no effort to offer her anything for pain and suffering, future therapy for flare-ups of the accident related injury nor pain and suffering. We didn't hire a lawyer because just as we had showed good faith in the handling of my medical claim and damages for my car, we had hoped that USAA would appreciate this and would resolve the matter of which we twice already had worked with them.

It is completely ridiculous for an insurance company bill, or any bill, for that matter, to be so long winded and utterly confusing. Period. My bill was explained to me to be $7 a month to store my vehicle. This is what they told me when I cancelled my policy to switch to a non-driving one. They also said I had over paid and that it would be 2 months until I needed to pay again because of the forwarding credit. I had it clearly explained to me several times, and I even wrote it on my calendar when the next bill was due. This is because I would be out of town for a month with my school. When I returned, there was a bill waiting for me. The woman I spoke with, Anne, said she would fix it, restarts the policy or something, and said it was fixed, back to around $7 a month. My next bill was $6.50. I paid it.

This month it was $14. No matter how hard they tried, they came up with no explanation that made any sense as to why I now owed $14. The manager even said that I didn't even owe the $6.50, that it was overpayment. I said I received a bill for that amount and so I paid it. He said there was no record of that bill, so I overpaid. Yet somehow I owed $14 on a $7 a month bill that I overpaid! When asked for an explanation, he said that I had a 6 month policy at $7 a month. Blah, blah, blah.

And I said, no, you are not doing me a favor, I paid for those 2 months with a balance forward. Which he changed the subject to my current bill reflecting the next 3 months. So I said, then when you cancel my policy this week, I will get some money back, since this bill reflects the next 3 months. He said, no that bill is for this month only. I said "you just said it was for 3 months!”

He went back to his 6 month explanation. Then he said that when I sold the car in a few days, they would cancel it and credit me the leftover amount?! When he tried to tell me again that USAA did me a courtesy not charging me for the first 2 months, I said, yeah, but you are charging me now unexpectedly, and that is no favor. And it was supposed to be paid by credit. I mentioned the name of the woman, Anne, who specifically told me that I had forwarded credit from my last claim, he said let's talk to her right now. He said I'll transfer over and we got disconnected.

At this point I had spent 30-45 minutes on the phone. I gave up. I felt like the runaround would just continue. Today when I cancelled, they said I still owe $8 that is leftover from the previous policy. How can that be! I get a different story from every person I talk to, and none of what they say is on a paper trail that I get to follow. And probably not for anyone else, either. Not trustworthy. A bill should never look like that or change without notice. A bad insurance company, if you value predictable bills or your time. It is not a lot of money, but on principal, I find it disgusting tactics that one would expect from a used car salesman. I will never use them again or recommend them.

It resulted in me having to enter into litigation to enforce the law and recover my losses. Ultimately, I was paid by court order, however, not after nearly six months of waiting, having to take time off to prepare and appear in court, and being without a vehicle for the duration. Any prospective customers of USAA automobile insurance company should be aware that this type of stance means that you are going to have to be prepared to take time off of work, enter into a court environment to protect yourself from liability based on USAA's automatic determination of their 75% responsibility regardless of the facts, and become unfriendly towards anyone who seeks to indemnify themselves from material losses incurred from a traffic collision caused by you. You'd better be absolutely certain that you never get into an accident where a police officer or judge determines that you are at 100% fault for an accident, otherwise, be prepared to take time to face the judgement.

USAA needs to become a financially-responsible company, and held 100% liable and financially responsible for their clients. A this time, USAA's business conduct in the State of California is indicative of a financial irresponsible company, and I believe, not in accordance with the financial responsibility law of the State of California.

If I want to have my account reactivated, it would require payment in full. Due to my health problems, I didn't have the full amount maybe half at best. They refused the payment, even after I explained my situation. I pleaded with them, because I didn't want to change companies after 20 years. They didn't care. I have never been so disappointed in a company as I am now. Obviously, someone else has taken over the company, and just like all the others we are just a number to them. Twenty years of customer loyalty, 20 years of not a single claim and this is how they treat you. I went online and in 15 minutes, I had insurance, cheaper and willing to take a small down payment. Even so, I hate it ever happened and think people should know.

Benson Honda obtained two rear bumpers bought which were found defective upon their arrival. Therefore both were sent back to the manufacturer. My car was finished in eight days instead of the four days USAA estimated that the work should take. Many attempts were made to reach Mr. **, all telephone calls and messages went unanswered. Now I am paying for a rental car while my car is being repaired. USAA did reimburse me a portion of the rental car but were unwilling to consider extenuating circumstances regarding the two defective bumpers. The economic impact is loss of my automobile for 8 days due to negligence of another insured driver. USAA refused to consider the arrival of two damaged bumpers, which resulted to a delay in the completion of the work. Therefore, I had to pay for the use of a rental car to go to work.

My advice, stay away from USAA. I have been a long time customer of theirs (since about 1987), and look at how I am being treated. After the way they have treated me concerning this claim, I would not recommend them to anyone.

We took our vehicle to several reputable dealerships and paint specialist within our city and each confirmed acid rain was the cause for our paint defects. I noticed several claims with USAA that have been rejected or have gone unanswered, which is not fair. If we pay our bills for years, why not pay when we make a liable claim. If anyone is interested I'm trying to organize a Class Action Lawsuit against USAA. Please contact me a Holton@**

After USAA has claimed liability for their driver in my husband's accident, they have refused to negotiate or provide a fair settlement to replace my husband's vehicle. We have made multiple requests to the company to provide us with adequate or fair compensation in our area, to no avail. We are unable to replace my husband's car with the low-ball offer provided. By using an ethically challenged company like CCC value score solely to determine FMV of our vehicle, they have let down their customers & the rest of the public who may be in accidents with their customers. It is evident that the number one drive of USAA is to save money at the expense of what is right & just.

We are seeking a settlement that will allow us to replace only what was lost by their insured's poor driving. We are not seeking an upgraded automobile; we are not seeking to better ourselves after an accident. We are merely expecting to replace what was lost & make ourselves whole again. We are seeking fairness from USAA, what a novel concept.

The whole cause of the accident? The driver fell asleep at the wheel. I contacted my insurance agent, who told me to contact his insurance (USAA), file a claim, get estimates to repair damage, and wait for an adjuster. Nine days later, an adjuster contacts me to come to the house and inspect the damage. Now, mind you, this is my front yard, and I have to live here! After five days, the lawn was overgrown, and needed care. I had begun repairing the lawn and cleaning up the mess. I did, however, photograph everything while the driver's car was still in my creek clearly showing all damage.

I then emailed the estimates to the adjuster and to USAA insurance. The total estimate is $2,640.00 for both landscape and pavement repair. Two weeks go by, and still no reply/response from USAA insurance. I then contact them via telephone, and get a song and dance as to how they haven't heard back from the adjuster. I then call back five days later only to have the rep on the phone contact the adjuster and have him call me. He then told me that although my estimates were received, he was prepared to write me a check totaling $768.00 for everything. I actually laughed at him, told him and USAA that they had two business days to contact me with a legitimate offer, or the next contact will be from my lawyer.

I have yet to hear back from them. I contacted my lawyer who is perfectly willing to take the case; however, he feels that small claims court would be better suited for this situation. I now am going to miss my third day of work for this ordeal to file small claims case in my town, and have every intention of taking this to the full extent of the law including payment for my loss of time from work and all other fees I can. This insurance company is a complete joke. I wouldn't trust them if they were the last insurance company in existence on earth. $2,650.00 and counting.

Luckily, I took pictures because the military police didn't. They are still saying I'm 40% at fault and won't pay the meager $1,000 claim. I'm ashamed to be a USAA member for 18 years and will cancel my membership and credit cards with them immediately. I will also sue their insured for the $500 deductible I will have to pay to my insurance company. Clearly lack of ethics on their part. Outrageous.

My ex-husband hired a lawyer from Runyon & Runyon in Clarksville, TN and I do not know what the service provided was. This was his truck titled in his name only, his insurance claim and his vehicle loan in his name only. There were no exchanges between the insurance company and myself about anything other than a change of address for current renters insurance and a letter sent from USAA threatening to drop coverage or further refuse coverage. We changed insurance companies at this time. My ex-husband and I got divorced and I took his name off of all the accounts I hold with USAA, including any insurance accounts.

They did not tell me or notify me of any incidents or investigations they were currently undergoing. Nor did they make any payments out on the previous claim of a stolen vehicle. Whether or not my ex husband did or did not commit insurance fraud, I can not prove. I do not know the name of the individual that stole it nor did I hear his words when asked about the investigation.

Yesterday, 21 Jun 2010, I attempted to log on to USAA to check my bank accounts only to find a notice saying I was restricted from online access to my accounts because of the previously listed incident and that further insurance coverage would be denied and my current renter’s insurance would not be renewed. I asked a representative why, because I had not received any notice of this via phone, email, regular mail or any other form of communication. The customer service rep was unable to answer my questions at the time and just made a note in my record of the incident.

I called back to USAA today, June 22, and talked to another customer service representative that told me that I was the one on record for making the insurance claim. I did not make this insurance claim, my ex-husband was the one that made the claim. I was not even in the state of TN to verify that the truck had indeed been stolen. I was in Ft. Polk, LA. I am currently awaiting clarification from a claims representative. The consequences are denied future insurance coverage of any type from USAA, loss of online access to my bank accounts on USAA.com, inaccurate claim against myself for making the claim on August 4, 2008 on my insurance records through USAA.com, emotional stress, and hours lost from work.

Two weeks later now, I emailed my insurance company, asking "When Victoria ** will call me back?" She stated Monday and that she would call me tomorrow (Tuesday). Yet, she never did! I have provided entire scene pictures of the accident, a Google satellite picture via Google Maps, a picture of my accident diagram, and pictures of the parking lot area.

Today, two weeks later, I was contacted by Victoria ** (adjuster/manager) and was informed that they have determined me at fault for the accident. I was told, then that I should have seen the other driver while backing out and should have heed the right-of-way. Again, I was already 80% out of the parking space! There are no laws, statutes, etc. for rules of the right-of-way, but I was informed that the other driver had the right-of-way in the situation. The other driver was speeding and had driven over the white lines that are a "no-drive, drive-around" area.

My next questions were, in gist, asking about courtesy of the road: "Would that mean that upon seeing the speeding driver not exercising courtesy of the road, I would have to stop and then pull completely back into the parking space to let them by?" She had no answer and continued to state that "the other driver had the right-of-way and I should have seen her." I then asked why the other driver did not have to exercise courtesy of the road due to my already being 80% out of my parking space and having already blocked 1/2 of the drive-through area. Ms. Victoria then continued to compare my situation to a vehicle at a stop light and me pulling out into the adjacent traveling traffic creating an accident.

I explained that there are laws and statutes mandating the right-of-way at a stop light or sign, but that a parking lot is an "enter at your own risk..." (as stated by the states department of transportation) and that "... drivers must exercise right-of-way and courtesy of the road." I then asked that, simply because I was already almost completely out of my parking space and already blocking 1/2 the drive through, if the other driver did not have to exercise courtesy of the road or the fact that I, at that point, had the right-of-way.

Victoria had no answer for me but continued to state "... in my personal opinion, you are at fault based on the statements and damage to the other vehicle." I had mentioned that "... In any other parking lot or situation, when a vehicle is already more than halfway out of their parking space, you (the driver pulling into the drive through) normally have to stop based on courtesy of the road and to avoid accidents because you have the better and bigger visual." She again had no answer or response except to repeat her previous statements.

I then asked, "Since there are no laws or statutes about right-of-way, why was courtesy of the road not applied or taken into account with my claim when coming to a determination? There are no laws or statutes about courtesy of the road, yet we, as drivers, still have to abide by both!" Victoria had no answer, except to say that "... In my opinion and based on the fact that you were the driver backing up, the other driver had the right-of-way, no matter how far out of the parking space you are."

Don't ever go with USAA! In their opinion, no mater how far out of the parking space you are, if someone hits you or isn't paying attention and/or exercising courtesy/rules of the road, you will still be found at fault based on unwritten rules and courtesies that everyone has their own opinion on! We have been loyal, accident- and incident-free customers for five years now, and we have, in the meantime, continued to see rising rates with no explanation!

So, in closing, no matter what, common sense and courtesy goes out the window (according to USAA); and you can hit anyone or anyone can hit you and you'll win and be found "not at-fault," as long as you're the driver in the drive-through in a parking lot. It doesn't matter if you're speeding, driving through the white painted lines on the cement, or not paying attention to your surroundings and other drivers. You will get off scot-free, simply because "you have the right-of-way." Common sense, anyone?

I only wish I had an attorney or lawyer to help me fight this common sense claim and to help my name be cleared! I will now have a claim on my driving record which will result in higher premiums and insurance costs. I am also looking at a possible suit from the other driver or insurance company. I am stuck with a ruined bumper, unless I am willing to fork up the $500.00 plus to get it fixed at my expense. Bottom line, USAA has pinned me with financial and driving record responsibility for someone else's negligence!

Beware of USAA. They appear to be the friend of the military veteran, reservist or National Guard member. They are not! This is a scam. If you are retired from the military, reserve, National Guard or active duty, do not be taken in as I was thinking USAA cares about its members. You may save money on premiums, but they won't be there to help you once you need them. You can see from the damage that someone hit me while changing lanes, even though it's obvious, USAA wants nothing to do with it. They will keep putting you off until you give up because they know no attorney would take a case for damages under a certain amount. I will end up paying the $500 deductible even though the collision occurred as the result of another driver's speeding and reckless driving.